Service Quality and Customer Satisfaction Course


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

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

Enroll for this Course

We are proud to offer this course in a variety of training formats to suit your needs.

IRES

Enroll to In-Person (Face to Face)

We use the highest quality learning facilities to make sure your experience is as comfortable as possible.

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IRES

Enroll for a Virtual Zoom Class

Join a scheduled class with a live instructor and other delegates.

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IRES

Enroll for Online Self-paced Class

Keep track of your own progression throughout your course and ensure continuous improvement.

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Benefits of Taking a Course at IRES

LEARN

Our courses are carefully curated to keep you abreast of latest industry trends, technological advancements, and best practices. We employ a variety of teaching methodologies, including hands-on workshops, case studies, and interactive sessions, all aimed at fostering an engaging and effective learning environment. Our expert instructors bring a wealth of knowledge and real-world experience, providing our clients with insights that can be immediately applied in their professional lives.

NETWORK

Our courses serve as a vibrant platform for professionals to connect and engage with a diverse community of peers, industry leaders, and experts. By participating in our programs, you gain access to an invaluable network that spans across various sectors and geographical boundaries. This networking aspect is not just about forming professional relationships; it's about creating a supportive ecosystem where ideas, opportunities, and collaborations can flourish.

GROW

Our courses are designed to challenge and inspire professionals to step out of their comfort zones and explore new horizons. Through a combination of theoretical knowledge and practical application, our programs help professionals refine their existing skills and acquire new ones, making them more versatile and competitive.

FAQs & Course Administration Details:

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 Phone: +254 715 077 817 or Email: [email protected].
The instructor led trainings are delivered using a blended learning approach and comprise of presentations, guided sessions of practical exercise, web-based tutorials and group work. Our facilitators are seasoned industry experts with years of experience, working as professional and trainers in these fields. All facilitation and course materials will be offered in English. The participants should be reasonably proficient in English.
Upon successful completion of this training, participants will be issued with an Indepth Research Institute (IRES) certificate certified by the National Industrial Training Authority (NITA).
Payment should be transferred to IRES account through bank on or before start of the course. Send proof of payment to [email protected].
Accommodation and airport pickup are arranged upon request. For reservations contact the Training Officer. Email: [email protected] Phone: +254 715 077 817.

Who else has taken this course?


# Job Title Organisation Country
1 Principal Medical Supervisor Bank of Uganda (BoU) Uganda
2 Accounts Assistant Kenya National Trading Corporation Kenya
3 Accounts Assistant Kenya National Trading Corporation Kenya
4 Principal Medical Supervisor Bank of Uganda (BoU) Uganda
5 OFFICE ADMINISTRATIVE ASSISTANT BARINGO COUNTY Kenya