Managing Service Quality and Customer Satisfaction

The Managing Service Quality and Customer Satisfaction course is a comprehensive program designed to equip professionals with the tools and techniques necessary to enhance service quality and customer satisfaction. Participants will explore quality management principles, customer service strategies, and effective communication skills to drive organizational excellence.​

Key Highlights:

• In-depth exploration of quality management concepts.​

• Practical tools and techniques for service improvement.​

• Strategies for exceeding customer expectations.​

• Insights into leveraging social media for customer engagement

Who Should Attend?

This course is ideal for customer service managers, quality assurance professionals, marketing executives, and anyone involved in enhancing customer satisfaction and service quality within their organization.

Agenda

• Day 1: Foundations of Quality & Customer Service
  Learn core quality concepts, customer needs analysis, and the cost of quality with a focus on managing perception and expectation.

• Day 2: Tools for Quality Management
  Dive into service quality tools like Six Sigma, ISO, and Balanced Scorecard, with hands-on analysis techniques for process improvement.

• Day 3: Managing & Exceeding Expectations
  Master techniques for ongoing performance evaluation, maximizing customer value, and consistently exceeding expectations.

• Day 4: Customer-Facing Communication Skills
  Enhance your emotional intelligence, persuasion, and rapport-building skills while learning how to handle difficult customer interactions.

• Day 5: Digital CX & Action Planning
  Explore best practices in using social media and SEO for customer service, then apply course tools in real-world case studies and action planning

Why You Shouldn't Miss This Event:

In today's competitive business environment, delivering exceptional customer service is crucial. This course provides the knowledge and skills necessary to implement effective quality management practices, enhance customer satisfaction, and drive business success.​