SERVICE QUALITY & CUSTOMER SATISFACTION: TOOLS & TECHNIQUES

Objective:

• Use comprehensive statistical measurement methods to sample and analyze customer satisfaction
• Establish the importance of setting and reviewing customer service excellence standards
• Communicate more effectively by utilizing active listening and questioning skills
• Demonstrate how to deal with demanding or aggressive customers in a professional manner
• List goal setting techniques and time management tips to increase productivity

Content:

Factors that Build Customer Satisfaction and Loyalty

• Course overview and learning objectives
• Why is measuring customer satisfaction important?
• Breakout session: How to Use Customer Service to Increase Sales
• Using the brainstorming technique to improve customer satisfaction
• Breakout session: Brainstorming Ideas to Enhance the Customer Experience
• Case study: Benchmarking Good and Bad Customer Service Providers
• Customer service lessons from Taxi Terry
• Going the Extra Mile to deliver customer service excellence
• Your attitude makes a difference
• The importance of teamwork and cooperation
• Teambuilding and leadership exercise

The Voice of the Customer: Measuring and Monitoring Customer Satisfaction

• Managing customer expectations
• Common mistakes in customer satisfaction measurement
• Best practices: Advanced Customer Satisfaction Measurement Tools
• Interpreting body language gestures, eye movement, and handshake styles
• Understanding various types of customers using DISC profiting model
• Practical exercise: Determining Your DISC Profile
• Developing your listening skills
• Practical exercise: Listening Skills Survey
• Questioning skills to uncover customer expectations and service requirements
• Breakout session: Designing a Customer Satisfaction Measurement Survey

Techniques for Handling Complaints and Working with Aggressive Customers

• Best practices for recording and monitoring customer service issues
• Empowering frontline employees to better serve their customers
• Telephone tips to promote a professional image
• The supervisor’s role in conflict resolution and service recovery
• Managing emotions during stressful situations
• Principles of persuasion: Negotiating win / win outcomes
• Giving and receiving customer feedback
• Evaluate service trends for performance improvement
• Working with difficult or aggressive customers
• Breakout session: Developing a Step-by-Step Process for Handling Customer Complaints

Exceptional Customer Service: Taking Your Organisation from Good to Great!

• Benchmarking the characteristics of customer-focused organisations
• How well does your organisation communicate the importance of customer service
• Does your mission statement reflect a commitment to customer satisfaction?
• Case study: Xerox Five Pillars of Customer Focused Strategy
• Overcoming communication barriers in the workplace
• Serving internal and external customers
• Your customer service is only as good as your worst employee
• Case Study: Best Practices of Scandinavian Airlines and The Disney Corporation
• Social media and PR damage control

Leading the Way to Superior Customer Service Satisfaction

• Practical exercise: Developing a Plan of Action
• Goal setting for personal development
• Practical exercise: Time Management Survey
• Time management tips to overcome procrastination and maximize productivity
• The impact of stress on individual and team performance
• Stress management strategies for maintaining peak-performance
• Course review and feedback

For Whom:

• Customer Service Professionals
• Customer care Managers and Supervisors
• Team Leaders, Supervisors & Department Managers
• Administrators
• HR & Training Professionals
• Accounts Personnel
• Sales & Marketing Professionals
• Public Relations Personnel