/  Managing Service Quality and Customer Satisfaction Training

Managing Service Quality and Customer Satisfaction Training

BMC Training provides a training course in Managing Service Quality and Customer Satisfaction in PR , Customer Services , Sales and Marketing

Course Title
Venue
Start Date
End Date
  • Kuala Lumpur
    27 - 1 - 2019
    31 - 1 - 2019
  • Rome
    27 - 1 - 2019
    31 - 1 - 2019
  • Rome
    27 - 1 - 2019
    31 - 1 - 2019
  • Barcelona
    27 - 1 - 2019
    31 - 1 - 2019
  • Zurich
    27 - 1 - 2019
    31 - 1 - 2019
  • Dubai
    20 - 1 - 2019
    24 - 1 - 2019
  • Paris
    20 - 1 - 2019
    24 - 1 - 2019
  • Hong Kong
    20 - 1 - 2019
    24 - 1 - 2019
  • London
    13 - 1 - 2019
    17 - 1 - 2019
  • Madrid
    13 - 1 - 2019
    17 - 1 - 2019
  • Munich
    13 - 1 - 2019
    17 - 1 - 2019
  • Berlin
    13 - 1 - 2019
    17 - 1 - 2019
  • Istanbul
    6 - 1 - 2019
    10 - 1 - 2019
  • Bali
    6 - 1 - 2019
    10 - 1 - 2019
  • Singapore
    6 - 1 - 2019
    10 - 1 - 2019
  • London
    24 - 2 - 2019
    28 - 2 - 2019
  • Madrid
    24 - 2 - 2019
    28 - 2 - 2019
  • Munich
    24 - 2 - 2019
    28 - 2 - 2019
  • Berlin
    24 - 2 - 2019
    28 - 2 - 2019
  • Dubai
    17 - 2 - 2019
    21 - 2 - 2019
  • Paris
    17 - 2 - 2019
    21 - 2 - 2019
  • Hong Kong
    17 - 2 - 2019
    21 - 2 - 2019
  • Istanbul
    10 - 2 - 2019
    14 - 2 - 2019
  • Bali
    10 - 2 - 2019
    14 - 2 - 2019
  • Singapore
    10 - 2 - 2019
    14 - 2 - 2019
  • Kuala Lumpur
    3 - 2 - 2019
    7 - 2 - 2019
  • Rome
    3 - 2 - 2019
    7 - 2 - 2019
  • Rome
    3 - 2 - 2019
    7 - 2 - 2019
  • Barcelona
    3 - 2 - 2019
    7 - 2 - 2019
  • Zurich
    3 - 2 - 2019
    7 - 2 - 2019
  • Kuala Lumpur
    17 - 3 - 2019
    21 - 3 - 2019
  • Rome
    17 - 3 - 2019
    21 - 3 - 2019
  • Rome
    17 - 3 - 2019
    21 - 3 - 2019
  • Barcelona
    17 - 3 - 2019
    21 - 3 - 2019
  • Zurich
    17 - 3 - 2019
    21 - 3 - 2019
  • Dubai
    10 - 3 - 2019
    14 - 3 - 2019
  • Paris
    10 - 3 - 2019
    14 - 3 - 2019
  • Hong Kong
    10 - 3 - 2019
    14 - 3 - 2019
  • London
    3 - 3 - 2019
    7 - 3 - 2019
  • Madrid
    3 - 3 - 2019
    7 - 3 - 2019
  • Munich
    3 - 3 - 2019
    7 - 3 - 2019
  • Berlin
    3 - 3 - 2019
    7 - 3 - 2019
  • Istanbul
    24 - 3 - 2019
    28 - 3 - 2019
  • Bali
    24 - 3 - 2019
    28 - 3 - 2019
  • Singapore
    24 - 3 - 2019
    28 - 3 - 2019
  • London
    28 - 4 - 2019
    2 - 5 - 2019
  • Madrid
    28 - 4 - 2019
    2 - 5 - 2019
  • Munich
    28 - 4 - 2019
    2 - 5 - 2019
  • Berlin
    28 - 4 - 2019
    2 - 5 - 2019
  • Dubai
    7 - 4 - 2019
    11 - 4 - 2019
  • Paris
    7 - 4 - 2019
    11 - 4 - 2019
  • Hong Kong
    7 - 4 - 2019
    11 - 4 - 2019
  • Istanbul
    14 - 4 - 2019
    18 - 4 - 2019
  • Bali
    14 - 4 - 2019
    18 - 4 - 2019
  • Singapore
    14 - 4 - 2019
    18 - 4 - 2019
  • Kuala Lumpur
    21 - 4 - 2019
    25 - 4 - 2019
  • Rome
    21 - 4 - 2019
    25 - 4 - 2019
  • Rome
    21 - 4 - 2019
    25 - 4 - 2019
  • Barcelona
    21 - 4 - 2019
    25 - 4 - 2019
  • Zurich
    21 - 4 - 2019
    25 - 4 - 2019
  • Kuala Lumpur
    12 - 5 - 2019
    16 - 5 - 2019
  • Rome
    12 - 5 - 2019
    16 - 5 - 2019
  • Rome
    12 - 5 - 2019
    16 - 5 - 2019
  • Barcelona
    12 - 5 - 2019
    16 - 5 - 2019
  • Zurich
    12 - 5 - 2019
    16 - 5 - 2019
  • Dubai
    5 - 5 - 2019
    9 - 5 - 2019
  • Paris
    5 - 5 - 2019
    9 - 5 - 2019
  • Hong Kong
    5 - 5 - 2019
    9 - 5 - 2019
  • London
    19 - 5 - 2019
    23 - 5 - 2019
  • Madrid
    19 - 5 - 2019
    23 - 5 - 2019
  • Munich
    19 - 5 - 2019
    23 - 5 - 2019
  • Berlin
    19 - 5 - 2019
    23 - 5 - 2019
  • Istanbul
    26 - 5 - 2019
    30 - 5 - 2019
  • Bali
    26 - 5 - 2019
    30 - 5 - 2019
  • Singapore
    26 - 5 - 2019
    30 - 5 - 2019
  • London
    9 - 6 - 2019
    13 - 6 - 2019
  • Madrid
    9 - 6 - 2019
    13 - 6 - 2019
  • Munich
    9 - 6 - 2019
    13 - 6 - 2019
  • Berlin
    9 - 6 - 2019
    13 - 6 - 2019
  • Dubai
    16 - 6 - 2019
    20 - 6 - 2019
  • Paris
    16 - 6 - 2019
    20 - 6 - 2019
  • Hong Kong
    16 - 6 - 2019
    20 - 6 - 2019
  • Istanbul
    23 - 6 - 2019
    27 - 6 - 2019
  • Bali
    23 - 6 - 2019
    27 - 6 - 2019
  • Singapore
    23 - 6 - 2019
    27 - 6 - 2019
  • Kuala Lumpur
    2 - 6 - 2019
    6 - 6 - 2019
  • Rome
    2 - 6 - 2019
    6 - 6 - 2019
  • Rome
    2 - 6 - 2019
    6 - 6 - 2019
  • Barcelona
    2 - 6 - 2019
    6 - 6 - 2019
  • Zurich
    2 - 6 - 2019
    6 - 6 - 2019
  • Kuala Lumpur
    7 - 7 - 2019
    11 - 7 - 2019
  • Rome
    7 - 7 - 2019
    11 - 7 - 2019
  • Rome
    7 - 7 - 2019
    11 - 7 - 2019
  • Barcelona
    7 - 7 - 2019
    11 - 7 - 2019
  • Zurich
    7 - 7 - 2019
    11 - 7 - 2019
  • Dubai
    14 - 7 - 2019
    18 - 7 - 2019
  • Paris
    14 - 7 - 2019
    18 - 7 - 2019
  • Hong Kong
    14 - 7 - 2019
    18 - 7 - 2019
  • London
    21 - 7 - 2019
    25 - 7 - 2019
  • Madrid
    21 - 7 - 2019
    25 - 7 - 2019
  • Munich
    21 - 7 - 2019
    25 - 7 - 2019
  • Berlin
    21 - 7 - 2019
    25 - 7 - 2019
  • Istanbul
    28 - 7 - 2019
    1 - 8 - 2019
  • Bali
    28 - 7 - 2019
    1 - 8 - 2019
  • Singapore
    28 - 7 - 2019
    1 - 8 - 2019
  • London
    4 - 8 - 2019
    8 - 8 - 2019
  • Madrid
    4 - 8 - 2019
    8 - 8 - 2019
  • Munich
    4 - 8 - 2019
    8 - 8 - 2019
  • Berlin
    4 - 8 - 2019
    8 - 8 - 2019
  • Dubai
    11 - 8 - 2019
    15 - 8 - 2019
  • Paris
    11 - 8 - 2019
    15 - 8 - 2019
  • Hong Kong
    11 - 8 - 2019
    15 - 8 - 2019
  • Istanbul
    18 - 8 - 2019
    22 - 8 - 2019
  • Bali
    18 - 8 - 2019
    22 - 8 - 2019
  • Singapore
    18 - 8 - 2019
    22 - 8 - 2019
  • Kuala Lumpur
    25 - 8 - 2019
    29 - 8 - 2019
  • Rome
    25 - 8 - 2019
    29 - 8 - 2019
  • Rome
    25 - 8 - 2019
    29 - 8 - 2019
  • Barcelona
    25 - 8 - 2019
    29 - 8 - 2019
  • Zurich
    25 - 8 - 2019
    29 - 8 - 2019
  • Kuala Lumpur
    22 - 9 - 2019
    26 - 9 - 2019
  • Rome
    22 - 9 - 2019
    26 - 9 - 2019
  • Rome
    22 - 9 - 2019
    26 - 9 - 2019
  • Barcelona
    22 - 9 - 2019
    26 - 9 - 2019
  • Zurich
    22 - 9 - 2019
    26 - 9 - 2019
  • Dubai
    1 - 9 - 2019
    5 - 9 - 2019
  • Paris
    1 - 9 - 2019
    5 - 9 - 2019
  • Hong Kong
    1 - 9 - 2019
    5 - 9 - 2019
  • London
    8 - 9 - 2019
    12 - 9 - 2019
  • Madrid
    8 - 9 - 2019
    12 - 9 - 2019
  • Munich
    8 - 9 - 2019
    12 - 9 - 2019
  • Berlin
    8 - 9 - 2019
    12 - 9 - 2019
  • Istanbul
    15 - 9 - 2019
    19 - 9 - 2019
  • Bali
    15 - 9 - 2019
    19 - 9 - 2019
  • Singapore
    15 - 9 - 2019
    19 - 9 - 2019
  • London
    20 - 10 - 2019
    24 - 10 - 2019
  • Madrid
    20 - 10 - 2019
    24 - 10 - 2019
  • Munich
    20 - 10 - 2019
    24 - 10 - 2019
  • Berlin
    20 - 10 - 2019
    24 - 10 - 2019
  • Dubai
    27 - 10 - 2019
    31 - 10 - 2019
  • Paris
    27 - 10 - 2019
    31 - 10 - 2019
  • Hong Kong
    27 - 10 - 2019
    31 - 10 - 2019
  • Istanbul
    6 - 10 - 2019
    10 - 10 - 2019
  • Bali
    6 - 10 - 2019
    10 - 10 - 2019
  • Singapore
    6 - 10 - 2019
    10 - 10 - 2019
  • Kuala Lumpur
    13 - 10 - 2019
    17 - 10 - 2019
  • Rome
    13 - 10 - 2019
    17 - 10 - 2019
  • Rome
    13 - 10 - 2019
    17 - 10 - 2019
  • Barcelona
    13 - 10 - 2019
    17 - 10 - 2019
  • Zurich
    13 - 10 - 2019
    17 - 10 - 2019
  • Kuala Lumpur
    17 - 11 - 2019
    21 - 11 - 2019
  • Rome
    17 - 11 - 2019
    21 - 11 - 2019
  • Rome
    17 - 11 - 2019
    21 - 11 - 2019
  • Barcelona
    17 - 11 - 2019
    21 - 11 - 2019
  • Zurich
    17 - 11 - 2019
    21 - 11 - 2019
  • Dubai
    24 - 11 - 2019
    28 - 11 - 2019
  • Paris
    24 - 11 - 2019
    28 - 11 - 2019
  • Hong Kong
    24 - 11 - 2019
    28 - 11 - 2019
  • London
    3 - 11 - 2019
    7 - 11 - 2019
  • Madrid
    3 - 11 - 2019
    7 - 11 - 2019
  • Munich
    3 - 11 - 2019
    7 - 11 - 2019
  • Berlin
    3 - 11 - 2019
    7 - 11 - 2019
  • Istanbul
    10 - 11 - 2019
    14 - 11 - 2019
  • Bali
    10 - 11 - 2019
    14 - 11 - 2019
  • Singapore
    10 - 11 - 2019
    14 - 11 - 2019
  • London
    15 - 12 - 2019
    19 - 12 - 2019
  • Madrid
    15 - 12 - 2019
    19 - 12 - 2019
  • Munich
    15 - 12 - 2019
    19 - 12 - 2019
  • Berlin
    15 - 12 - 2019
    19 - 12 - 2019
  • Dubai
    22 - 12 - 2019
    26 - 12 - 2019
  • Paris
    22 - 12 - 2019
    26 - 12 - 2019
  • Hong Kong
    22 - 12 - 2019
    26 - 12 - 2019
  • Istanbul
    1 - 12 - 2019
    5 - 12 - 2019
  • Bali
    1 - 12 - 2019
    5 - 12 - 2019
  • Singapore
    1 - 12 - 2019
    5 - 12 - 2019
  • Kuala Lumpur
    8 - 12 - 2019
    12 - 12 - 2019
  • Rome
    8 - 12 - 2019
    12 - 12 - 2019
  • Rome
    8 - 12 - 2019
    12 - 12 - 2019
  • Barcelona
    8 - 12 - 2019
    12 - 12 - 2019
  • Zurich
    8 - 12 - 2019
    12 - 12 - 2019

Introduction

In this increasingly competitive world, customers are in a position to demand forever increasing levels of service and quality. Rather than simply react to their demands, successful companies are proactive in the way they manage quality and continuously seek to improve levels of customer satisfaction.  In this programme, you will:

  • Learn about Customer Service and Quality Management Tools
  • Learn how to improve Customer Satisfaction
  • Improve your people skills
  • Learn how to proactively manage and control expections

Objectives

  • Describe how to use Quality Management tools and methods
  • Build strong customer relationships
  • Help influence and set customer expectations
  • Measure their own degree of customer focus and be able to apply a variety of methods to get closer to the customer
  • Implement improved people skills to enhance customer service
  • Improve service to internal customers as well as external customers
  • Use skills to build effective relationships

Content

Day one

Introducing Quality Management and Customer Services

  • Introduction to Quality Management
  • The history of Quality in business
  • Basic Quality concepts
  • What is it that Customers want
  • How can we calculate the total cost of Quality
  • Customer satisfaction is a perception and can be managed
  • Setting customer expectations
  • Changing internal perceptions
  • Getting closer to customers
  • Understanding customer needs and expectations
  • Commitment starts at the top of the organisation

Day two

Service Quality - Tools and Techniques

  • Five steps to Effective Quality Management
  • Beginning with measurement
  • Then we need methods of Control
  • Continuous Improvement
  • Service Quality Tools and Techniques
  • Questionnaires
  • Pareto Analysis
  • Nominal Group Technique
  • Cause and Effect Analysis
  • Solution Effect Analysis
  • Selection Grid

Day Three

Managing Customer Expectations

  • Exceeding customer expectations every time
  • Determining how to exceed expectations
  • It’s the little things that matter – increased satisfaction at minimal cost
  • Asking for feedback on performance
  • Ongoing evaluation of effectiveness to ensure satisfaction
  • Maximise the value you deliver
  • Understanding different customer styles

Day Four

People Skills to Deliver Excellent Customer Service

  • Back to basics – communicating with our customers
  • Identify Listening Styles for you and your customer
  • Building Rapport
  • Influencing skills
  • Persuasion techniques
  • Dealing with Difficult Customers
  • Understanding Customer Behaviours
  • Understanding where Anger comes from
  • Developing Emotional Intelligence

Day Five

Making it happen

  • A look at Quality Management Systems
  • ISO, Balanced Scorecard, Six Sigma
  • Producing a Plan of Action
  • Improving customer Satisfaction in 5 quick steps

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