ABOUT THE COURSE

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.  In this Course, you will:

•     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

After completing the course, delegates will be equipped with the tools, models, skills and confidence to improve and enhance current practices, develop new processes and monitor their success.

This course will help delegates become customer service champions and equip them with the appropriate confidence, skills and tools to turn any department into a world class service provider and the envy of all other internal customers.

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

TARGET PARTICIPANTS

• All business professionals in customer facing positions or with specific responsibilities for Service Quality and Customer Satisfaction

• Personnel new to the role, as well as more experienced officers seeking to examine and enhance their service quality and customer satisfaction skills