Course overview
It is essential to accurately measure what your customers want and to develop breakthrough strategies to serve their needs. The heart of any organization can be found beating inside the walls of its customer service department. A satisfied customer’s positive “word-of-mouth” endorsement is by far your company’s greatest asset and most effective marketing strategy.
The Service Quality and Customer Satisfaction training course gives participants the best practices, communication skills, conflict resolution strategies, and customer satisfaction assessment tools they require to build a customer-centric organization. Participants will discover how to use a variety of statistical methods to collect and measure key indicators to identify service quality gaps to improve customer service satisfaction.
Target audience
- Customer Service Professionals
- Customer care Managers and Supervisors
- Team Leaders, Supervisors & Department Managers
- Administrators
- HR & Training Professionals
- Accounts Personnel
- Sales & Marketing Professionals
- Public Relations Personnel
Duration
5 Days
Course Level:
Key Features
The key features of the Service quality and customer satisfaction training course are:
- Advanced measurement tools and statistical assessment methods to sample customer service standards
- Develop conflict resolution skills to work with difficult or aggressive customers in creating win-win situations
- Enhance communication and persuasion skills to improve customer relations
- Incorporate best practices of customer service satisfaction surveys to build a more proactive, customer-centric organization
- Identify customer segments and service requirements for continuous improvement
Learning Goals
- Use comprehensive statistical measurement methods to sample and analyze customer satisfaction
- Establish the importance of setting and reviewing customer service excellence standards
- Communicate more effectively by utilizing active listening and questioning skills
- Demonstrate how to deal with demanding or aggressive customers in a professional manner
- List goal setting techniques and time management tips to increase productivity
Course contents
DAY 1 -Factors that Build Customer Satisfaction and Loyalty
- Course overview and learning objectives
- Why is measuring customer satisfaction important?
- Breakout session: How to Use Customer Service to Increase Sales
- Using the brainstorming technique to improve customer satisfaction
- Breakout session: Brainstorming Ideas to Enhance the Customer Experience
- Case study: Benchmarking Good and Bad Customer Service Providers
- Customer service lessons from Taxi Terry
- Going the Extra Mile to deliver customer service excellence
- Your attitude makes a difference
- The importance of teamwork and cooperation
- Teambuilding and leadership exercise
DAY 2 -The Voice of the Customer: Measuring and Monitoring Customer Satisfaction
- Managing customer expectations
- Common mistakes in customer satisfaction measurement
- Best practices: Advanced Customer Satisfaction Measurement Tools
- Interpreting body language gestures, eye movement, and handshake styles
- Understanding various types of customers using the DISC profiling model
- Practical exercise: Determining Your DISC Profile
- Developing your listening skills
- Practical exercise: Listening Skills Survey
- Questioning skills to uncover customer expectations and service requirements
- Breakout session: Designing a Customer Satisfaction Measurement Survey
DAY 3 - Techniques for Handling Complaints and Working with Aggressive Customers
- Best practices for recording and monitoring customer service issues
- Empowering frontline employees to better serve their customers
- Telephone tips to promote a professional image
- The supervisor’s role in conflict resolution and service recovery
- Managing emotions during stressful situations
- Principles of persuasion: Negotiating win-win outcomes
- Giving and receiving customer feedback
- Evaluate service trends for performance improvement
- Working with difficult or aggressive customers
- Breakout session: Developing a Step-by-Step Process for Handling Customer Complaints
DAY 4 - Exceptional Customer Service: Taking Your Organization from Good to Great!
- Benchmarking the characteristics of customer-focused organizations
- How well does your organization communicate the importance of customer service
- Does your mission statement reflect a commitment to customer satisfaction?
- Case study: Xerox Five Pillars of Customer Focused Strategy
- Overcoming communication barriers in the workplace
- Serving internal and external customers
- Your customer service is only as good as your worst employee
- Case Study: Best Practices of Scandinavian Airlines and The Disney Corporation
- Social media and PR damage control
DAY 5 - Leading the Way to Superior Customer Service Satisfaction
- Practical exercise: Developing a Plan of Action
- Goal setting for personal development
- Practical exercise: Time Management Survey
- Time management tips to overcome procrastination and maximize productivity
- The impact of stress on individual and team performance
- Stress management strategies for maintaining peak-performance
- Course review and feedback
Related Courses
Course Administration Details:
METHODOLOGY
The instructor-led trainings are delivered using a blended learning approach and comprise presentations, guided sessions of practical exercise, web-based tutorials, and group work. Our facilitators are seasoned industry experts with years of experience, working as professionals and trainers in these fields. All facilitation and course materials will be offered in English. The participants should be reasonably proficient in English.
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 PICKUP
Accommodation and airport pickup 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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