Sales and Marketing
Managing Service Quality and Customer Satisfaction
Select Other "city & date"
Managing Service Quality and Customer Satisfaction Course
Introduction:
In today's competitive landscape, customers have higher expectations when it comes to service and quality. Successful companies don't just react to these demands; they take a proactive approach, continuously striving to improve customer satisfaction. In this program, you will gain knowledge in customer service and quality management tools, learn how to enhance customer satisfaction, develop your interpersonal skills, and effectively manage and meet customer expectations.
Course 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
- Acquire a six-step process which you can use to plan your negotiations so that you can be sure that you have all the bases covered
- Develop and refine the 5 key skills crucial for expert negotiations: creating rapport, sensory acuity, yes sets, needs definition & sending positive messages
- Gain a structure within which you can effectively apply your new-found skills
- Understand how you can build on your own strengths and overcome your weaknesses in a negotiating situation
- Acquire a blueprint which you can apply for each negotiation you attend
- Know how to avoid common pitfalls and effectively handle "dirty tricks"
- 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 expectations
Who Should Attend?
- All sales & marketing professionals in customer-facing positions or with specific responsibilities for Service Quality and Customer Satisfaction
- This course focuses on advanced techniques and therefore participants will usually be middle or senior managers who already have some experience of negotiating either individually or as part of a team.
Course Outlines:
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 organization
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
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
- Maximize the value you deliver
- Understanding different customer styles
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 Behaviors
- Understanding where Anger comes from
- Developing Emotional Intelligence
Conducting the Face to Face Meeting
- working through the 6 step meeting process
- agreeing outcomes and establishing the agenda
- probing in order to develop an understanding
- making proposals and giving and receiving concessions
- applying effective closing techniques
- agreeing on action & recording outcomes
- monitoring the result
Coaching on Key Behaviors
- receiving individual coaching and feedback on current negotiating behaviour
- analyzing strengths and weaknesses using negotiating skills assessment checklists
- developing your key learning points