Managing Service Quality and Customer Satisfaction Course

Learn to manage service quality and customer satisfaction effectively. Join this course to ensure consistent customer delight and loyalty. BMC Training offers Managing Service Quality and Customer Satisfaction Course in PR , Customer Services , Sales and Marketing Courses.

  • English
  • 248 Training Sessions
  • Confirmed
  • One Week
Managing Service Quality and Customer Satisfaction Training Course

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Type a city name or a month
Venue Start Date End Date Net Fees Details & Registration
London , UK 23 - Feb - 2025 27 - Feb - 2025 4950 GBP
Madrid , Spain 23 - Feb - 2025 27 - Feb - 2025 6950 GBP
Munich , Germany 23 - Feb - 2025 27 - Feb - 2025 7900 GBP
Berlin , Germany 23 - Feb - 2025 27 - Feb - 2025 7900 GBP
New York , United States 23 - Feb - 2025 27 - Feb - 2025 10900 GBP
Amsterdam , Netherlands 23 - Feb - 2025 27 - Feb - 2025 8100 GBP
Milan , Italy 23 - Feb - 2025 27 - Feb - 2025 6950 GBP
Kuala Lumpur , Malaysia 16 - Mar - 2025 20 - Mar - 2025 4750 GBP
Rome , Italy 16 - Mar - 2025 20 - Mar - 2025 7300 GBP
Barcelona , Spain 16 - Mar - 2025 20 - Mar - 2025 6950 GBP
Zurich , Switzerland 16 - Mar - 2025 20 - Mar - 2025 7950 GBP
Paris , France 9 - Mar - 2025 13 - Mar - 2025 6700 GBP
Hong Kong , Hong Kong 9 - Mar - 2025 13 - Mar - 2025 8500 GBP
Dubai , UAE 9 - Mar - 2025 13 - Mar - 2025 4987.5 GBP
Tokyo , Japan 9 - Mar - 2025 13 - Mar - 2025 9750 GBP
London , UK 2 - Mar - 2025 6 - Mar - 2025 4950 GBP
Madrid , Spain 2 - Mar - 2025 6 - Mar - 2025 6950 GBP
Munich , Germany 2 - Mar - 2025 6 - Mar - 2025 7900 GBP
Berlin , Germany 2 - Mar - 2025 6 - Mar - 2025 7900 GBP
New York , United States 2 - Mar - 2025 6 - Mar - 2025 10900 GBP
Amsterdam , Netherlands 2 - Mar - 2025 6 - Mar - 2025 8100 GBP
Milan , Italy 2 - Mar - 2025 6 - Mar - 2025 6950 GBP
Istanbul , Turkey 23 - Mar - 2025 27 - Mar - 2025 4700 GBP
Bali , Indonesia 23 - Mar - 2025 27 - Mar - 2025 8100 GBP
Singapore , Singapore 23 - Mar - 2025 27 - Mar - 2025 7500 GBP
Washington , United States 23 - Mar - 2025 27 - Mar - 2025 11000 GBP
Dubai , UAE 23 - Mar - 2025 27 - Mar - 2025 4987.5 GBP
Paris , France 23 - Mar - 2025 27 - Mar - 2025 6700 GBP
Hong Kong , Hong Kong 23 - Mar - 2025 27 - Mar - 2025 8500 GBP
Tokyo , Japan 23 - Mar - 2025 27 - Mar - 2025 9750 GBP
Kuala Lumpur , Malaysia 23 - Mar - 2025 27 - Mar - 2025 4750 GBP
Rome , Italy 23 - Mar - 2025 27 - Mar - 2025 7300 GBP
Barcelona , Spain 23 - Mar - 2025 27 - Mar - 2025 6950 GBP
Zurich , Switzerland 23 - Mar - 2025 27 - Mar - 2025 7950 GBP
Sydney , Australia 16 - Mar - 2025 20 - Mar - 2025 10900 GBP
Interlaken , Switzerland 16 - Mar - 2025 20 - Mar - 2025 8950 GBP
Geneva , Switzerland 9 - Mar - 2025 13 - Mar - 2025 8950 GBP
Taipei , Taiwan 23 - Mar - 2025 27 - Mar - 2025 9300 GBP
Geneva , Switzerland 23 - Mar - 2025 27 - Mar - 2025 8950 GBP
Sydney , Australia 23 - Mar - 2025 27 - Mar - 2025 10900 GBP
Interlaken , Switzerland 23 - Mar - 2025 27 - Mar - 2025 8950 GBP
London , UK 27 - Apr - 2025 1 - May - 2025 4950 GBP
Madrid , Spain 27 - Apr - 2025 1 - May - 2025 6950 GBP
Munich , Germany 27 - Apr - 2025 1 - May - 2025 7900 GBP
Berlin , Germany 27 - Apr - 2025 1 - May - 2025 7900 GBP
New York , United States 27 - Apr - 2025 1 - May - 2025 10900 GBP
Amsterdam , Netherlands 27 - Apr - 2025 1 - May - 2025 8100 GBP
Milan , Italy 27 - Apr - 2025 1 - May - 2025 6950 GBP
Dubai , UAE 6 - Apr - 2025 10 - Apr - 2025 4987.5 GBP
Paris , France 6 - Apr - 2025 10 - Apr - 2025 6700 GBP
Hong Kong , Hong Kong 6 - Apr - 2025 10 - Apr - 2025 8500 GBP
Tokyo , Japan 6 - Apr - 2025 10 - Apr - 2025 9750 GBP
Istanbul , Turkey 13 - Apr - 2025 17 - Apr - 2025 4700 GBP
Bali , Indonesia 13 - Apr - 2025 17 - Apr - 2025 8100 GBP
Singapore , Singapore 13 - Apr - 2025 17 - Apr - 2025 7500 GBP
Washington , United States 13 - Apr - 2025 17 - Apr - 2025 11000 GBP
Kuala Lumpur , Malaysia 20 - Apr - 2025 24 - Apr - 2025 4750 GBP
Rome , Italy 20 - Apr - 2025 24 - Apr - 2025 7300 GBP
Barcelona , Spain 20 - Apr - 2025 24 - Apr - 2025 6950 GBP
Zurich , Switzerland 20 - Apr - 2025 24 - Apr - 2025 7950 GBP
Dubai , UAE 20 - Apr - 2025 24 - Apr - 2025 4987.5 GBP
Paris , France 20 - Apr - 2025 24 - Apr - 2025 6700 GBP
Hong Kong , Hong Kong 20 - Apr - 2025 24 - Apr - 2025 8500 GBP
Tokyo , Japan 20 - Apr - 2025 24 - Apr - 2025 9750 GBP
Geneva , Switzerland 6 - Apr - 2025 10 - Apr - 2025 8950 GBP
Taipei , Taiwan 13 - Apr - 2025 17 - Apr - 2025 9300 GBP
Sydney , Australia 20 - Apr - 2025 24 - Apr - 2025 10900 GBP
Interlaken , Switzerland 20 - Apr - 2025 24 - Apr - 2025 8950 GBP
Geneva , Switzerland 20 - Apr - 2025 24 - Apr - 2025 8950 GBP
Kuala Lumpur , Malaysia 11 - May - 2025 15 - May - 2025 4750 GBP
Rome , Italy 11 - May - 2025 15 - May - 2025 7300 GBP
Barcelona , Spain 11 - May - 2025 15 - May - 2025 6950 GBP
Zurich , Switzerland 11 - May - 2025 15 - May - 2025 7950 GBP
Paris , France 4 - May - 2025 8 - May - 2025 6700 GBP
Hong Kong , Hong Kong 4 - May - 2025 8 - May - 2025 8500 GBP
Dubai , UAE 4 - May - 2025 8 - May - 2025 4987.5 GBP
Tokyo , Japan 4 - May - 2025 8 - May - 2025 9750 GBP
London , UK 18 - May - 2025 22 - May - 2025 4950 GBP
Madrid , Spain 18 - May - 2025 22 - May - 2025 6950 GBP
Munich , Germany 18 - May - 2025 22 - May - 2025 7900 GBP
Berlin , Germany 18 - May - 2025 22 - May - 2025 7900 GBP
New York , United States 18 - May - 2025 22 - May - 2025 10900 GBP
Amsterdam , Netherlands 18 - May - 2025 22 - May - 2025 8100 GBP
Milan , Italy 18 - May - 2025 22 - May - 2025 6950 GBP
Istanbul , Turkey 25 - May - 2025 29 - May - 2025 4700 GBP
Bali , Indonesia 25 - May - 2025 29 - May - 2025 8100 GBP
Singapore , Singapore 25 - May - 2025 29 - May - 2025 7500 GBP
Washington , United States 25 - May - 2025 29 - May - 2025 11000 GBP
Dubai , UAE 25 - May - 2025 29 - May - 2025 4987.5 GBP
Paris , France 25 - May - 2025 29 - May - 2025 6700 GBP
Hong Kong , Hong Kong 25 - May - 2025 29 - May - 2025 8500 GBP
Tokyo , Japan 25 - May - 2025 29 - May - 2025 9750 GBP
Kuala Lumpur , Malaysia 25 - May - 2025 29 - May - 2025 4750 GBP
Rome , Italy 25 - May - 2025 29 - May - 2025 7300 GBP
Barcelona , Spain 25 - May - 2025 29 - May - 2025 6950 GBP
Zurich , Switzerland 25 - May - 2025 29 - May - 2025 7950 GBP
Sydney , Australia 11 - May - 2025 15 - May - 2025 10900 GBP
Interlaken , Switzerland 11 - May - 2025 15 - May - 2025 8950 GBP
Geneva , Switzerland 4 - May - 2025 8 - May - 2025 8950 GBP
Taipei , Taiwan 25 - May - 2025 29 - May - 2025 9300 GBP
Geneva , Switzerland 25 - May - 2025 29 - May - 2025 8950 GBP
Sydney , Australia 25 - May - 2025 29 - May - 2025 10900 GBP
Interlaken , Switzerland 25 - May - 2025 29 - May - 2025 8950 GBP
London , UK 8 - Jun - 2025 12 - Jun - 2025 4950 GBP
Madrid , Spain 8 - Jun - 2025 12 - Jun - 2025 6950 GBP
Munich , Germany 8 - Jun - 2025 12 - Jun - 2025 7900 GBP
Berlin , Germany 8 - Jun - 2025 12 - Jun - 2025 7900 GBP
New York , United States 8 - Jun - 2025 12 - Jun - 2025 10900 GBP
Amsterdam , Netherlands 8 - Jun - 2025 12 - Jun - 2025 8100 GBP
Milan , Italy 8 - Jun - 2025 12 - Jun - 2025 6950 GBP
Dubai , UAE 15 - Jun - 2025 19 - Jun - 2025 4987.5 GBP
Paris , France 15 - Jun - 2025 19 - Jun - 2025 6700 GBP
Hong Kong , Hong Kong 15 - Jun - 2025 19 - Jun - 2025 8500 GBP
Tokyo , Japan 15 - Jun - 2025 19 - Jun - 2025 9750 GBP
Istanbul , Turkey 22 - Jun - 2025 26 - Jun - 2025 4700 GBP
Bali , Indonesia 22 - Jun - 2025 26 - Jun - 2025 8100 GBP
Singapore , Singapore 22 - Jun - 2025 26 - Jun - 2025 7500 GBP
Washington , United States 22 - Jun - 2025 26 - Jun - 2025 11000 GBP
Kuala Lumpur , Malaysia 1 - Jun - 2025 5 - Jun - 2025 4750 GBP
Rome , Italy 1 - Jun - 2025 5 - Jun - 2025 7300 GBP
Barcelona , Spain 1 - Jun - 2025 5 - Jun - 2025 6950 GBP
Zurich , Switzerland 1 - Jun - 2025 5 - Jun - 2025 7950 GBP
Dubai , UAE 1 - Jun - 2025 5 - Jun - 2025 4987.5 GBP
Paris , France 1 - Jun - 2025 5 - Jun - 2025 6700 GBP
Hong Kong , Hong Kong 1 - Jun - 2025 5 - Jun - 2025 8500 GBP
Tokyo , Japan 1 - Jun - 2025 5 - Jun - 2025 9750 GBP
Geneva , Switzerland 15 - Jun - 2025 19 - Jun - 2025 8950 GBP
Taipei , Taiwan 22 - Jun - 2025 26 - Jun - 2025 9300 GBP
Sydney , Australia 1 - Jun - 2025 5 - Jun - 2025 10900 GBP
Interlaken , Switzerland 1 - Jun - 2025 5 - Jun - 2025 8950 GBP
Geneva , Switzerland 1 - Jun - 2025 5 - Jun - 2025 8950 GBP
Kuala Lumpur , Malaysia 6 - Jul - 2025 10 - Jul - 2025 4750 GBP
Rome , Italy 6 - Jul - 2025 10 - Jul - 2025 7300 GBP
Barcelona , Spain 6 - Jul - 2025 10 - Jul - 2025 6950 GBP
Zurich , Switzerland 6 - Jul - 2025 10 - Jul - 2025 7950 GBP
Dubai , UAE 13 - Jul - 2025 17 - Jul - 2025 4987.5 GBP
Paris , France 13 - Jul - 2025 17 - Jul - 2025 6700 GBP
Hong Kong , Hong Kong 13 - Jul - 2025 17 - Jul - 2025 8500 GBP
Tokyo , Japan 13 - Jul - 2025 17 - Jul - 2025 9750 GBP
Dubai , UAE 20 - Jul - 2025 24 - Jul - 2025 4987.5 GBP
Paris , France 20 - Jul - 2025 24 - Jul - 2025 6700 GBP
Hong Kong , Hong Kong 20 - Jul - 2025 24 - Jul - 2025 8500 GBP
Tokyo , Japan 20 - Jul - 2025 24 - Jul - 2025 9750 GBP
Istanbul , Turkey 27 - Jul - 2025 31 - Jul - 2025 4700 GBP
Bali , Indonesia 27 - Jul - 2025 31 - Jul - 2025 8100 GBP
Singapore , Singapore 27 - Jul - 2025 31 - Jul - 2025 7500 GBP
Washington , United States 27 - Jul - 2025 31 - Jul - 2025 11000 GBP
Dubai , UAE 27 - Jul - 2025 31 - Jul - 2025 4987.5 GBP
Paris , France 27 - Jul - 2025 31 - Jul - 2025 6700 GBP
Hong Kong , Hong Kong 27 - Jul - 2025 31 - Jul - 2025 8500 GBP
Tokyo , Japan 27 - Jul - 2025 31 - Jul - 2025 9750 GBP
Kuala Lumpur , Malaysia 27 - Jul - 2025 31 - Jul - 2025 4750 GBP
Rome , Italy 27 - Jul - 2025 31 - Jul - 2025 7300 GBP
Barcelona , Spain 27 - Jul - 2025 31 - Jul - 2025 6950 GBP
Zurich , Switzerland 27 - Jul - 2025 31 - Jul - 2025 7950 GBP
Sydney , Australia 6 - Jul - 2025 10 - Jul - 2025 10900 GBP
Interlaken , Switzerland 6 - Jul - 2025 10 - Jul - 2025 8950 GBP
Geneva , Switzerland 13 - Jul - 2025 17 - Jul - 2025 8950 GBP
Geneva , Switzerland 20 - Jul - 2025 24 - Jul - 2025 8950 GBP
Taipei , Taiwan 27 - Jul - 2025 31 - Jul - 2025 9300 GBP
Geneva , Switzerland 27 - Jul - 2025 31 - Jul - 2025 8950 GBP
Sydney , Australia 27 - Jul - 2025 31 - Jul - 2025 10900 GBP
Interlaken , Switzerland 27 - Jul - 2025 31 - Jul - 2025 8950 GBP
London , UK 3 - Aug - 2025 7 - Aug - 2025 4950 GBP
Madrid , Spain 3 - Aug - 2025 7 - Aug - 2025 6950 GBP
Munich , Germany 3 - Aug - 2025 7 - Aug - 2025 7900 GBP
Berlin , Germany 3 - Aug - 2025 7 - Aug - 2025 7900 GBP
New York , United States 3 - Aug - 2025 7 - Aug - 2025 10900 GBP
Amsterdam , Netherlands 3 - Aug - 2025 7 - Aug - 2025 8100 GBP
Milan , Italy 3 - Aug - 2025 7 - Aug - 2025 6950 GBP
Dubai , UAE 10 - Aug - 2025 14 - Aug - 2025 4987.5 GBP
Paris , France 10 - Aug - 2025 14 - Aug - 2025 6700 GBP
Hong Kong , Hong Kong 10 - Aug - 2025 14 - Aug - 2025 8500 GBP
Tokyo , Japan 10 - Aug - 2025 14 - Aug - 2025 9750 GBP
Istanbul , Turkey 17 - Aug - 2025 21 - Aug - 2025 4700 GBP
Bali , Indonesia 17 - Aug - 2025 21 - Aug - 2025 8100 GBP
Singapore , Singapore 17 - Aug - 2025 21 - Aug - 2025 7500 GBP
Washington , United States 17 - Aug - 2025 21 - Aug - 2025 11000 GBP
Kuala Lumpur , Malaysia 24 - Aug - 2025 28 - Aug - 2025 4750 GBP
Rome , Italy 24 - Aug - 2025 28 - Aug - 2025 7300 GBP
Barcelona , Spain 24 - Aug - 2025 28 - Aug - 2025 6950 GBP
Zurich , Switzerland 24 - Aug - 2025 28 - Aug - 2025 7950 GBP
Dubai , UAE 24 - Aug - 2025 28 - Aug - 2025 4987.5 GBP
Paris , France 24 - Aug - 2025 28 - Aug - 2025 6700 GBP
Hong Kong , Hong Kong 24 - Aug - 2025 28 - Aug - 2025 8500 GBP
Tokyo , Japan 24 - Aug - 2025 28 - Aug - 2025 9750 GBP
Geneva , Switzerland 10 - Aug - 2025 14 - Aug - 2025 8950 GBP
Taipei , Taiwan 17 - Aug - 2025 21 - Aug - 2025 9300 GBP
Sydney , Australia 24 - Aug - 2025 28 - Aug - 2025 10900 GBP
Interlaken , Switzerland 24 - Aug - 2025 28 - Aug - 2025 8950 GBP
Geneva , Switzerland 24 - Aug - 2025 28 - Aug - 2025 8950 GBP
Kuala Lumpur , Malaysia 28 - Sep - 2025 2 - Oct - 2025 4750 GBP
Rome , Italy 28 - Sep - 2025 2 - Oct - 2025 7300 GBP
Barcelona , Spain 28 - Sep - 2025 2 - Oct - 2025 6950 GBP
Zurich , Switzerland 28 - Sep - 2025 2 - Oct - 2025 7950 GBP
Dubai , UAE 7 - Sep - 2025 11 - Sep - 2025 4987.5 GBP
Paris , France 7 - Sep - 2025 11 - Sep - 2025 6700 GBP
Hong Kong , Hong Kong 7 - Sep - 2025 11 - Sep - 2025 8500 GBP
Tokyo , Japan 7 - Sep - 2025 11 - Sep - 2025 9750 GBP
London , UK 14 - Sep - 2025 18 - Sep - 2025 4950 GBP
Madrid , Spain 14 - Sep - 2025 18 - Sep - 2025 6950 GBP
Munich , Germany 14 - Sep - 2025 18 - Sep - 2025 7900 GBP
Berlin , Germany 14 - Sep - 2025 18 - Sep - 2025 7900 GBP
New York , United States 14 - Sep - 2025 18 - Sep - 2025 10900 GBP
Amsterdam , Netherlands 14 - Sep - 2025 18 - Sep - 2025 8100 GBP
Milan , Italy 14 - Sep - 2025 18 - Sep - 2025 6950 GBP
Istanbul , Turkey 21 - Sep - 2025 25 - Sep - 2025 4700 GBP
Bali , Indonesia 21 - Sep - 2025 25 - Sep - 2025 8100 GBP
Singapore , Singapore 21 - Sep - 2025 25 - Sep - 2025 7500 GBP
Washington , United States 21 - Sep - 2025 25 - Sep - 2025 11000 GBP
Dubai , UAE 21 - Sep - 2025 25 - Sep - 2025 4987.5 GBP
Paris , France 21 - Sep - 2025 25 - Sep - 2025 6700 GBP
Hong Kong , Hong Kong 21 - Sep - 2025 25 - Sep - 2025 8500 GBP
Tokyo , Japan 21 - Sep - 2025 25 - Sep - 2025 9750 GBP
Kuala Lumpur , Malaysia 21 - Sep - 2025 25 - Sep - 2025 4750 GBP
Rome , Italy 21 - Sep - 2025 25 - Sep - 2025 7300 GBP
Barcelona , Spain 21 - Sep - 2025 25 - Sep - 2025 6950 GBP
Zurich , Switzerland 21 - Sep - 2025 25 - Sep - 2025 7950 GBP
Sydney , Australia 28 - Sep - 2025 2 - Oct - 2025 10900 GBP
Interlaken , Switzerland 28 - Sep - 2025 2 - Oct - 2025 8950 GBP
Geneva , Switzerland 7 - Sep - 2025 11 - Sep - 2025 8950 GBP
Taipei , Taiwan 21 - Sep - 2025 25 - Sep - 2025 9300 GBP
Geneva , Switzerland 21 - Sep - 2025 25 - Sep - 2025 8950 GBP
Sydney , Australia 21 - Sep - 2025 25 - Sep - 2025 10900 GBP
Interlaken , Switzerland 21 - Sep - 2025 25 - Sep - 2025 8950 GBP
London , UK 19 - Oct - 2025 23 - Oct - 2025 4950 GBP
Madrid , Spain 19 - Oct - 2025 23 - Oct - 2025 6950 GBP
Munich , Germany 19 - Oct - 2025 23 - Oct - 2025 7900 GBP
Berlin , Germany 19 - Oct - 2025 23 - Oct - 2025 7900 GBP
New York , United States 19 - Oct - 2025 23 - Oct - 2025 10900 GBP
Amsterdam , Netherlands 19 - Oct - 2025 23 - Oct - 2025 8100 GBP
Milan , Italy 19 - Oct - 2025 23 - Oct - 2025 6950 GBP
Istanbul , Turkey 5 - Oct - 2025 9 - Oct - 2025 4700 GBP
Bali , Indonesia 5 - Oct - 2025 9 - Oct - 2025 8100 GBP
Singapore , Singapore 5 - Oct - 2025 9 - Oct - 2025 7500 GBP
Washington , United States 5 - Oct - 2025 9 - Oct - 2025 11000 GBP
Kuala Lumpur , Malaysia 12 - Oct - 2025 16 - Oct - 2025 4750 GBP
Rome , Italy 12 - Oct - 2025 16 - Oct - 2025 7300 GBP
Barcelona , Spain 12 - Oct - 2025 16 - Oct - 2025 6950 GBP
Zurich , Switzerland 12 - Oct - 2025 16 - Oct - 2025 7950 GBP
Dubai , UAE 12 - Oct - 2025 16 - Oct - 2025 4987.5 GBP
Paris , France 12 - Oct - 2025 16 - Oct - 2025 6700 GBP
Hong Kong , Hong Kong 12 - Oct - 2025 16 - Oct - 2025 8500 GBP
Tokyo , Japan 12 - Oct - 2025 16 - Oct - 2025 9750 GBP
Taipei , Taiwan 5 - Oct - 2025 9 - Oct - 2025 9300 GBP
Sydney , Australia 12 - Oct - 2025 16 - Oct - 2025 10900 GBP
Interlaken , Switzerland 12 - Oct - 2025 16 - Oct - 2025 8950 GBP
Geneva , Switzerland 12 - Oct - 2025 16 - Oct - 2025 8950 GBP

Course Syllabus

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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