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 organization 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.
This 5 days intensive course gives delegates the best practices, problem solving skilss, conflict resolution strategies, and customer satisfaction assessment tools they require to build a customer-centric organization.
Learning Objectives: At the end of this training programme, participants will be equipped with the skill to:
 Establish the importance of setting and reviewing customer service excellence standards
 Identify the differences and the similarities between service quality and customer satisfaction.
 Identify the gaps that influence consumer perceptions of service quality and discuss factors that influence the size of each of the service quality gaps
 Solve problems more effectively by working cohesively in teams utilizing the thinking hats of a service champion
 Demonstrate how to deal with demanding or aggressive customers in a professional manner, etc.

Module 1: Overview Of Customer Service Quality
 Module 2: Defining And Measuring Service Quality
 Module 3: Customer Expectation Vs. Customer Perception
 Module 4: Factors That Build Customer Satisfaction And Loyalty
 Module 5: Service Quality: Dimensions, Tools And Failure Gaps
 Module 6: Most Important Service Metrics And Proven Methods
 Module 7: Measuring Service Quality: The SERVQUAL Measurement Scale
 Module 8: Voice Of The Customer: Measuring And Monitoring Customer Satisfaction
 Module 9: Techniques For Handling Complaints And Working With Aggressive Customers:
 Module 10: 6 Thinking Hats Of Service Champion: Problem Solving Skills
 Module 11: Exceptional Customer Service: Taking Your Organization from Good To Great!
 Module 12: Leading The Way To Superior Customer Service Satisfaction
 Module 13: Action Plan: Doing It Yourself

GoldStead Faculty