Effective Management of Service Quality and Customer Satisfaction

INTRODUCTION

Customers have always been the lifeblood of any organisation. The advent of Internet technologies and, particularly, Social Media, has revolutionised the entire business landscape, dismantling many traditional points of Competitive Differentiation and making Customer Experience the focal point of corporate strategy. Customer Experience has become the ultimate sustainable strategic battleground. To thrive in this New World, businesses must equip themselves with the skills, tools, and techniques to ensure that Customer Experience takes centre stage in their offerings.

The strategic imperative for any enterprise is to comprehend what customers define as quality and then consistently produce and deliver that quality in a cost-effective manner.

In this training course, you will:

• Gain insight into Customer Service and Quality Management Tools

• Learn strategies to enhance Customer Satisfaction • Improve your Interpersonal Skills • Learn proactive methods for Managing and Controlling Customer Expectations

• Develop tools and models to enable the consistent delivery of high-quality products or services to both internal and external customers. • Understand how to excel in this era of SEO, Social Media, and constant peer review.

TRAINING OBJECTIVES

• Explain the utilisation of Quality Management tools and methodologies

• Cultivate robust customer relationships

• Facilitate the shaping and management of customer expectations

• Evaluate their own level of customer-centricity and apply various techniques to get closer to customers • Apply enhanced interpersonal skills to augment customer service

• Elevate service standards for both internal and external customers

• Leverage skills for building effective relationships • Develop strategies and skills for harnessing Internet and Social Media tools to forge and maintain meaningful, enduring relationships with customers

WHO SHOULD PARTICIPATE?

• Directors and individuals responsible for driving profitable growth within their organizations.

• All business professionals in customer-facing roles or with specific responsibilities for Service Quality and Customer Satisfaction.

• Personnel new to their roles, as well as seasoned professionals seeking to scrutinise and enhance their service quality and customer satisfaction competencies.

• Marketing professionals seeking a compelling strategic advantage in the market.

• Team leaders aiming to connect with their teams and higher management effectively.

TRAINING APPROACH

The Effective Management of Service Quality and Enhancing Customer Satisfaction training course will be highly interactive, incorporating a wide array of techniques, including presentations, discussions, video materials, case studies, and practical exercises. We will examine instances of Global Best Practices in employing Social Media tools and strategies in Customer Relationship Management, drawing from real-world issues presented by participants when applicable.

TRAINING OUTLINE

Day 1: Introduction to Quality Management and Customer Service

• Exploring Quality Management Fundamentals

• Tracing the Evolution of Quality in Business

• Fundamental Quality Concepts

• Deciphering Customer Desires

• Quantifying the Total Cost of Quality

• Managing Customer Satisfaction as a Perceptible Metric

• Crafting Customer Expectations

• Reshaping Internal Perceptions

• Approaching Customers Closely for Value Understanding

• Discerning Customer Needs and Expectations

• Instituting Commitment from the Organisational Apex

Day 2: Tools and Techniques for Service Quality

• Five Key Steps to Effective Quality Management

• Commencing with Measurement

• Implementing Control Mechanisms

• Ongoing Pursuit of Improvement

• Leveraging Service Quality Tools and Techniques

• Tools and Approaches, including

o Integrated Quality Management Systems

o ISO Standards o Balanced Scorecard

o Six Sigma Methodology

o Questionnaires

o Pareto Analysis

o Nominal Group Technique

o Cause and Effect Analysis

o Solution Effect Analysis

o Selection Grid

Day 3: Nurturing Customer Expectations

• Consistently Exceeding Customer Expectations

• Strategising to Surpass Expectations

• Focusing on Minor Details for Significant Satisfaction Gains

• Soliciting Feedback for Performance Enhancement

• Continuous Evaluation for Sustained Satisfaction

• Maximising Delivered Value

• Decoding Diverse Customer Styles

Day 4: Enhancing People Skills for Exceptional Customer Service

• Revisiting Communication Basics in Customer Interactions

• Identifying Listening Styles for Both You and Your Customers

• Building Rapport for Stronger Connections

• Honing Influencing Skills

• Mastering Persuasion Techniques

• Effectively Addressing Challenging Customers

• Understanding Customer Behaviour

• Exploring the Origins of Anger

• Developing Emotional Intelligence

Day 5: Thriving in the Virtual Landscape and Implementation Strategies

• Best Practices in Leveraging Social Media

• Mastering Search Engine Optimisation

• Application of Tools, Models, and Techniques through Case Studies

o Real-Life Case Study (in Small Teams)

o Application to Your Work Environment (in Company-Specific Groups or Individually)

• Formulating an Action Plan to Implement in Your Workplace

• Five Rapid Steps to Enhance Customer Satisfaction

Format: Onsite

Language(s): English

Duration: One Week

Certificate of Completion: Upon successful completion of the course, participants will receive a Certificate of Completion from Al-Majd Pathways Centre (APC).