Managing Service Quality and Customer Satisfaction

Course Objectives:

      Describe how to use Quality Management tools and methods

      Build strong customer relationships

      Help influence and set customer expectations

      Measure their own degree of customer focus and be able to apply a variety of methods to get closer to the customer

      Implement improved people skills to enhance customer service

      Improve service to internal customers as well as external customers

      Use skills to build effective relationships

Who should attend?

      All business professionals in customer facing positions or with specific responsibilities for Service Quality and Customer Satisfaction

      Customer care teams

      Personnel new to the role, as well as more experienced officers seeking to examine and enhance their service quality and customer satisfaction skills