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