Location

Duration

Date

Fee inclusive of VAT

Course Overview

In this increasingly competitive world, customers are in a position to demand forever increasing levels of service and quality. Rather than simply react to their demands, successful companies are proactive in the way they manage quality and continuously seek to improve levels of customer satisfaction.

This programme studies Customer Service and Quality Management in order to help delegates systematically enhance and improve the levels of Customer Satisfaction they deliver in their organizations.

Course Objective

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

Who Should Attend?

The programme is suitable for business professionals in customer facing positions or with specific responsibilities for Service Quality and Customer Satisfaction. It will be especially valuable to those in specific customer service roles.

The programme will be of great benefit to people new to the role, as well as more experienced officers seeking to examine and enhance their service quality and customer satisfaction skills.

Course Outline

Introducing quality management and customer services
Service quality – tools and techniques
People management
Managing customer expectations
People skills to deliver excellent customer service
Communication skills
Customer analysis: knowing your customer
Serving your customers with personally pleasing memorable interactions (ppmi).
Making vip customers satisfaction every one's job, the most important part of their job description.
How to understand the different types of vip customer.
Handling customers' inquires and solve their problems effectively.
Handling conflicts that arise with the vip customers.
How to balance between the customer needs and expectations and the company policies.

Training Methodology

Presentation & Slides
Audio Visual Aids
Interactive Discussion
Participatory Exercise
Action Learning
Class Activities
Case Studies
Workshops
Simulation

Terms & Conditions

ACTrain reserves the right to alter the Course Schedule without Prior Notification, Fees Quoted are Subject to Terms & Conditions Outlined in ACTrain's Registration Policy

Upcoming Courses

Managing & Coordinating Training Proac

In this course we will distinguish between the proactive/strategic ap

Budgeting, Costing & Decision Making

All business decision-making involves analyzing situations containing

Project Management Professional - PMP

Preparation for Project Management Professional (PMP) Certification

TOT : Training of Trainers

This Soft Skills training course provides delegates with the knowledg

Managing Multiple Task Priority & Dead

The level of competition in current business environments requires a

Budgeting, Planning & Management Repor

Budgeting lies at the heart of business management, yet businesses of

Financial Planning & Budgeting

In today's highly volatile environment, estimating future costs a

Contract Writing: Understanding & Impl

Identify administration tools and the roles of the contract administr

Management >> Public Relations Customer Services Hospitality

Implementing & Managing A Customer Complaints System

MR122