About this Course

Service Quality and Customer Satisfaction

Seminar

Becoming customer centric is one of the most important aims of any organisation because customers are the life blood of any organisation. Customer centric refers to the orientation of a company to the needs and behaviours of its customers rather than internal drivers such as the quest for short term profit. 

Customers have high expectations and demand quality customer services from companies they chose to do business with. Providing customer service excellence gives an organisation a competitive advantage in the market place and is the key factor that keeps customers coming back. 

Successful organisations understand the importance of developing a customer centric mindset and deliberately restructure their customer service model to increase customer satisfaction and brand loyalty. 

Delegates will learn effective customer centric strategies and best practices to provide world-class customer service excellence. This dynamic 5-days training course gives customer service professionals the communication skills, technology tools, and motivation they require to build strong customer relationships and develop a customer centric organisation. 

Course Objectives

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• Develop a strategy to build a more proactive, customer centric organisation.

• Analyse and implement the best practices of world-class customer centric organisations.

• Utilise interpersonal skills as vital tools in the provision of customer service.

• Measure and assess now well customer service standards and objectives are being achieve.

• Enhanced communication, persuation and conflict resolution skills.

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Methodology

• Participation of interactive plenary sessions 

• Introduction of basic principles and concepts of service quality management  

• Sharing good practices/case studies by professional expertise

• Exchange experiences and open discussions with participants in smaller groups.

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Target Audience

• Directors and those responsible for Profitable growth within the Organization.

• All business professionals in customer Service 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

Program Summary