Who should attend
All business professionals in customer facing positions or with specific responsibilities for Service Quality and Customer Satisfaction.
It will be especially valuable to those in specific customer service roles.
Personnel new to the role, as well as more experienced officers seeking to examine and enhance their service quality and customer satisfaction skills.
About the course
High standards of customer care are critical to the success of any organization, and executives in customer service are expected to play an important leadership role in implementing company guidelines for interaction with customers.
## Course Objectives
- Build lasting and meaningful relationships with your customers
- Use powerful behavioral tools to ensure you secure and maintain a competitive edge within any marketplace
- Gain a greater understanding of your customers’ needs and how to satisfy them
- Explore the basics of Neuro Linguistic Programming (NLP) and Emotional intelligence and discover how they can help you to improve your customer services management
- Influence with integrity and crystal clear communication
## Course Outline
Module One: THE WORLD OF CUSTOMER SERVICE EXCELLENCE
Customer service and what it means
Identifying excellence in front-line customer services
What are the services and products that you offer
The role of NLP and Emotional Excellence in customer service
What do your customers say about you and your organization
What do you want your customers to say?
Myths and legends about customer service
Module Two: ALIGNING OURSELVES WITH OUR CUSTOMERS
Customer partnership pre-requests and rules of creation
Cases in point
Business to business value hierarchy
Customer value process & performance
Competitive difference on value
Final word and group exercises
Module Three: CUSTOMER SERVICES MINDSET
Customer service definition
Stages of customer services
Dimensions of customer services
The three Rs of customer services
Customer service barriers
Customer service action plan
Customer care team
Establish customer service framework
Service value chain
Final word & group exercises
Module Four: CUSTOMER SATISFACTION
What is customer satisfaction?
Who is the satisfied customer?
The critical component of profitability
Levels of customer satisfaction
Customer satisfaction – main benefits
Customer satisfaction facts
Types of customer satisfaction
Measuring performance & customer satisfaction
Ways of measuring customer satisfaction
Handling customer complaints
Customer interaction pattern
Final word & group exercises
Module Five: SERVICE QUALITY – TOOLS AND TECHNIQUES
Five steps to Effective Quality Management
Beginning with measurement
Then we need methods of Control
Service Quality Tools & Techniques
Nominal Group Technique
Cause and Effect Analysis
Solution Effect Analysi
Videos and materials
Because of COVID-19, many providers are cancelling or postponing in-person programs or providing online participation options.
We are happy to help you find a suitable online alternative.