BMG TRAINING AND DEVELOPMENT: Training Managing Service Quality and Customer Satisfaction

Training Managing Service Quality and Customer Satisfaction

INTRODUCTION

Customers always were the life-blood of any enterprise. The rise of Internet technologies and especially Social Media has re-shaped the entire business environment, destroying many traditional points of Strategic Differentiation and making the Customer Experience, the central point of their Strategy. The Customer Experience is the last sustainable Strategic Battleground. To survive in this New World, companies must use skills, tools and techniques to ensure the Customer’s Experience is front and centre in their proposition.

The strategic goal for any enterprise must be to understand what the customer decides is quality and then to be able to produce and deliver that quality in a consistent, cost-effective manner.

In this training 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
Develop tools and models to enable you to consistently deliver a high-quality product or service to both internal and external customers.
Understand how to thrive in this new world of SEO, Social Media and Instant, ‘Always on’ peer-review.

WHO SHOULD ATTEND?

Directors and those responsible for Profitable growth within the Organization.
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
Marketing professionals looking for a compelling strategic edge in the market
Team leaders looking to relate to their teams and to higher management

PROGRAMME 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
Develop Strategies and Skills for harnessing Internet and Social Media tools to create and maintain meaningful and sustainable relationships with Customers

TRAINING METHODOLOGY

The Managing Service Quality and Customer Satisfaction training course will be highly participative and will include a wide range of methods including presentations, discussions, videos, case studies and exercises. We will look at examples of Global Best Practices in the use of Social Media tools and tactics in Customer Relationship Management. Where appropriate, these will include real issues brought to the training course by delegates.

PROGRAMME SUMMARY

After completing the Managing Service Quality and Customer Satisfaction training 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 training 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.

PROGRAM OUTLINE

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

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

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

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

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

Permintaan Brosur penawaran Training ( Harga, Waktu dan Tempat) silahkan Menghubungi kami.

Public dan In House Training / Bimtek / Pelatihan/ Seminar / Workshop.
Cp : Call/WA : +62815 8512 8512

Telp (0274) 381969

Email :training.bmgindo@gmail.com

atau Silahkan isi Form Request Training disebelah kanan.

Dengan Format :

Nama, Email anda, Judul Training Lengkap, Bulan dan Tahun Penyelenggaraan

atau langsung ke WA kami : Klik disini

Lokasi Training Pilihan : di Yogyakarta, Jakarta, Bandung, Bogor, Cirebon, Solo, Semarang, Surabaya, Malang,

Bali, Lombok, Samarinda, Balikpapan, Banjarmasin, Pontianak, Makassar, Medan, Palembang, Lampung,

Timor Leste, Thailand, Singapore and Kuala Lumpur. (dengan harga dan minimal kuota yang berbeda)

-----------------------------------------------------------------------------------------------------------------------------------------