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Course Outline
Day 1: 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 value
- Understanding customer needs and expectations
- Commitment starts at the top of the organisation
Day 2: Service Quality Tools & Techniques
- Five steps to Effective Quality Management
- Beginning with measurement
- Then we need methods of Control
- Continuous Improvement
- Service Quality Tools and Techniques
- Tools and approach to be used to include
- Integrated Quality Management Systems
- ISO
- Balanced Scorecard
- Six Sigma
- Questionnaires
- Pareto Analysis
- Nominal Group Technique
- Cause and Effect Analysis
- Solution Effect Analysis
- Selection Grid
Day 3: 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 4: 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 5: Operating Virtually & Making it Happen
- Best Practices in using Social Media
- Search Engine Optimization Masterclass
- Using the tools, models and techniques discussed so far in 2 case studies
- A Real-Life case study (in small teams)
- Your own work situation (in same-company groups or alone)
- Producing a Plan of Action to take back to the office
- How to improve customer satisfaction in 5 quick steps
Requirements
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35 Hours
