Service Quality & Customer Satisfaction: Tools & Techniques

It is essential to accurately measure what your customers want and to develop breakthrough strategies to serve their needs. The heart of any organisation can be found beating inside the walls of its customer service department. A satisfied customer’s positive “word-of-mouth” endorsement is by far your company’s greatest asset and most effective marketing strategy.

The Service Quality & Customer Satisfaction training course gives delegates the best practices, communication skills, conflict resolution strategies, and customer satisfaction assessment tools they require to build a customer-centric organisation. Delegates will discover how to use a variety of statistical methods to collect and measure key indicators to identify service quality gaps to improve customer service satisfaction.

The important features of the  Service quality & customer satisfaction training course are:

• Advanced measurement tools and statistical assessment methods to sample customer service standards
• Develop conflict resolution skills to work with difficult or aggressive customers to creating win-win situations
• Enhance communication and persuasion skills to improve customer relations
• Incorporate best practices of customer service satisfaction surveys to build a more proactive, customer-centric organisation
• Identify customer segments and service requirements for continuous improvement

• Use comprehensive statistical measurement methods to sample and analyze customer satisfaction
• Establish the importance of setting and reviewing customer service excellence standards
• Communicate more effectively by utilizing active listening and questioning skills
• Demonstrate how to deal with demanding or aggressive customers in a professional manner
• List goal setting techniques and time management tips to increase productivity

• Customer Service Professionals
• Customer care Managers and Supervisors
• Team Leaders, Supervisors & Department Managers
• Administrators
• HR & Training Professionals
• Accounts Personnel
• Sales & Marketing Professionals
• Public Relations Personnel

The Service Quality & Customer Satisfaction training course is highly interactive and encourages delegate participation through a combination of lectures, group discussion, practical exercises, case studies, and breakout sessions designed to reinforce new skills.

Pre & Post course assessments will be used to measure the effectiveness of this training and measure the skill and ability of participants.