Customer Service Excellence Training Program

Introduction

In the highly competitive nature of today’s world, customers expect higher levels of service and quality. Successful companies do not only react to these needs but are proactive in managing quality and continually strive to increase customer satisfaction. Leading companies focus on service quality and always seek ways to improve customer experience as part of their strategy.

Objectives

At the end of this course on managing service quality and customer satisfaction, participants will be able to:

• Utilize Quality Management tools and techniques to enhance customer satisfaction.
• Strengthen customer relations through the use of service quality management practices.
• Steer customers to improve the quality standards of services provided.
• Evaluate their own degree of client orientation using various methods that help build stronger relationships.
• Improve interpersonal skills for better service quality management, leading to greater customer satisfaction.
• Develop practical improvement plans for enhancing customer satisfaction and delivery.
• Implement targeted training programs focused on customer satisfaction for both external and internal clients.
• Manage customer expectations within an orderly framework for service quality management.
• Build effective relationships as a key skill to enhance customer satisfaction.

Training Methodology

• Pre-Training Assessment
• Interactive Lectures
• Role-Playing Scenarios
• Discussion Groups
• Case Study Analysis
• Customer Feedback Evaluation
• Peer Reviews
• Simulation Techniques
• Live Projects
• Inquiry Sessions
• Support Sessions
• Assessment Exercises
• Video Demonstrations
• Awareness Programs

Course Outline

Unit 1: An Introduction to Quality Management and Customer Services

• Introduction to general concepts related to ensuring high-quality work
• Corporate perspective on TQM history
• Basic elements of SQC
• Understanding the total cost of quality
• Service-oriented perception as a flexible notion
• Formulating product guarantees
• Shifting entrenched attitudes
• Getting closer to your customers
• Understanding customer needs
• Leadership commitment in the organization

Unit 2: Service Quality - Tools and Techniques

• Five steps to effective quality management
• Measurement as the starting point
• Control methods
• Continuous improvement
• Quality tools for service delivery
• Surveys and questionnaires
• Pareto analysis
• Nominal group technique
• Cause and effect analysis
• Solution effect analysis
• Selection grid

Unit 3: Managing Customer Expectations

• Always exceed customer expectations
• Techniques to deliver above expectations
• Small changes that increase satisfaction with minimal cost
• Providing feedback on performance
• The importance of ongoing evaluation as a measure of effectiveness
• Delivering maximum value-added services
• Understanding different customer styles

Unit 4: People Skills to Deliver Excellent Customer Service

• The basics of direct communication with customers
• Importance of listening styles for effective communication
• Establishing rapport on a personal level
• Influence skills: altering behavior or opinions
• Persuasion tactics
• Coping with difficult customers
• Understanding customer behaviors
• Recognizing sources of anger
• Developing emotional intelligence

Unit 5: Service Quality Systems

• Overview of quality systems in service management
• Introduction to ISO, BSC & Six Sigma
• Developing an action plan, e.g., improving customer satisfaction in five steps