Manage Quality Customer Service

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How can you build your skills to manage quality customer service and generate customer satisfaction and loyalty?

This one-day workshop looks at customer service from the viewpoint of the manager or team leader who is responsible for providing the support and resources to manage quality customer service for the benefit of customers and the organisation, whether commercial or not-for profit.

For commercial businesses, the ultimate benefit of quality customer service is the profit that comes from loyal customers. For not-for-profits, the benefits can be just as great in financial terms, through effective funds utilisation resulting from minimal complaints and time taken to resolve internal and external customer dissatisfaction.

Participants in the "Manage Quality Customer Service" course will address the questions:

Who are the organisation's customers, (internal and external)?
What are their needs, wants and expectations?
What is customer focus, how important is it and how do we apply it?
What does "quality" mean, who defines it, and how do we deliver it?
What are the linked systems that impact on customer service, such as recruiting, performance measures and management, resourcing, I.T.?
How do we manage enquiries, feedback and complaints?
What surveys and other feedback mechanisms should be in place?
How do we prioritise and implement customer service improvements?
What barriers to quality customer service and satisfaction exist in the organisation, and how do we overcome them?

Learn from our experience - manage quality customer service better.

Take advantage of the knowledge and expertise of our experienced facilitators, who have managed customer service, satisfaction and loyalty programs in global organisations, and have first-hand knowledge of customer satisfaction models, measurement and improvement in a range of corporate cultures.

Course participants will gain tools, techniques and skills to understand and manage quality customer service, satisfaction and loyalty in a range of environments, whether local government, corporate, call centre, retail or not-for-profit.

What are the learning objectives of the "Manage Quality Customer Service" course?

Understand the impact of customer satisfaction on organisational success
Develop a strategy to deliver exceptional service
Understand your customers, their needs & wants
Create, communicate and "live" high standards of service excellence
Monitor and measure service performance to drive continual improvements
Ensure organisational alignment to support excellence
Prepare individual service management improvement action plans

"The group brainstorming activities were good...gave us plenty of ideas to implement in the workplace. We got specific tools to use for customer focus and feedback. Real-life anecdotes made learning the concepts easier." (Participants, bio-tech company.)

Have the "Manage Quality Customer Service" course tailored to your needs

Just as all customers have their own needs, so your organisation might want the content and approach tailored to suit your environment or processes. We have the skills and experience to build a "Manage Quality Customer Service" course suited to your specific needs.

2010 - Make it a year for Learning!

Free training and development needs analysis!

For a free one-hour analysis of your organisation's training and development needs, just click here to register.