Course Overview:
This 5-day course, provided by IRES, is designed to equip participants with the tools and strategies to implement a high-standard customer service quality assurance framework. By the end of this course, participants will be able to monitor, evaluate, and improve customer service performance, ensuring consistent service delivery that meets organizational standards and exceeds customer expectations.
Course Duration:
- 5 Days
Target Audience:
- Customer Service Managers
- Quality Assurance Specialists
- Supervisors and Team Leaders
- Contact Center Managers
- Customer Experience Officers
Personal Impact:
- Gain a comprehensive understanding of customer service quality assurance processes.
- Learn how to measure and evaluate customer service performance effectively.
- Develop skills to identify and close service quality gaps.
- Improve communication and leadership in customer service settings.
Organizational Impact:
- Strengthen the organization’s customer service standards.
- Improve customer satisfaction and retention rates.
- Build a quality-driven customer service culture.
- Ensure consistent delivery of exceptional customer experiences.
Course Level:
Course Objectives:
- Understand the fundamentals of customer service quality assurance.
- Learn how to set and measure key performance indicators (KPIs) for customer service.
- Develop techniques to audit and monitor customer service interactions.
- Implement feedback mechanisms to improve service quality.
- Gain skills in coaching and training teams to maintain high service standards.
Course Outline:
Module 1: Introduction to Customer Service Quality Assurance
- Key Topics:
- Defining Customer Service Quality Assurance
- Importance of Quality in Customer Service
- Aligning Quality Assurance with Organizational Goals
- Case Study: Best practices in customer service quality assurance from leading brands
- Activity: Group discussion on the benefits and challenges of implementing quality assurance
Module 2: Setting and Measuring Customer Service KPIs
- Key Topics:
- Identifying Key Customer Service Metrics
- Techniques for Monitoring and Measuring Performance
- Using Data and Analytics to Track Service Quality
- Real-Life Project: Developing KPIs for a customer service department
- Activity: Workshop on setting measurable KPIs for different customer service roles
Module 3: Auditing and Monitoring Customer Service Interactions
- Key Topics:
- Conducting Quality Audits of Customer Interactions
- Tools and Techniques for Monitoring Service Delivery
- Identifying Areas for Improvement Through Auditing
- Case Study: Successful customer service audits in various industries
- Activity: Role-playing customer service audits to identify quality gaps
Module 4: Feedback and Improvement in Customer Service
- Key Topics:
- Gathering and Analyzing Customer Feedback
- Using Feedback for Continuous Service Improvement
- Building a Feedback-Driven Culture in Customer Service
- Real-Life Project: Designing a feedback system for customer service quality improvement
- Activity: Group discussion on integrating customer feedback into quality assurance systems
Module 5: Coaching and Training for Customer Service Excellence
- Key Topics:
- Coaching Techniques to Improve Service Delivery
- Training Teams for Consistent Quality Performance
- Developing Continuous Improvement Programs
- Case Study: Coaching programs that transformed customer service teams
- Activity: Workshop on creating a training plan for customer service excellence
Related Courses
Course Administration Details:
Methodology
These instructor-led training sessions are delivered using a blended learning approach and include presentations, guided practical exercises, web-based tutorials, and group work. Our facilitators are seasoned industry experts with years of experience as professionals and trainers in these fields. All facilitation and course materials are offered in English. Participants should be reasonably proficient in the language.
Accreditation
Upon successful completion of this training, participants will be issued an Indepth Research Institute (IRES) certificate certified by the National Industrial Training Authority (NITA).
Training Venue
The training will be held at IRES Training Centre. The course fee covers the course tuition, training materials, two break refreshments, and lunch. All participants will additionally cater to their travel expenses, visa application, insurance, and other personal expenses.
Accommodation and Airport Transfer
Accommodation and Airport Transfer are arranged upon request. For reservations contact the Training Officer.
- Email: [email protected]
- Phone: +254715 077 817
Tailor-Made
This training can also be customized to suit the needs of your institution upon request. You can have it delivered in our IRES Training Centre or at a convenient location. For further inquiries, please contact us on:
- Email: [email protected]
- Phone: +254715 077 817
Payment
Payment should be transferred to the IRES account through a bank on or before the start of the course. Send proof of payment to [email protected]
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