PR & Customer Service

Training Course: Certified Customer Management Specialist


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RR5004

13 - 17 Jan 2025

London (UK)

Hotel : Landmark Office Space - Oxford Street

Cost : 5250 € Euro

Introduction

In today’s competitive environment, businesses must proactively manage quality and improve customer satisfaction. This program teaches customer service and quality management tools to enhance service delivery. Participants will improve people skills and learn strategies to manage and exceed customer expectations. The focus is on building proactive approaches for long-term success. Attendees will gain practical techniques for elevating satisfaction levels and fostering loyalty.

Target Audiance

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

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

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

Methodology

The program will be highly participative and will include a wide range of methods including presentations, discussions, videos, case studies, and exercises. Where appropriate, these will include real issues brought to the program by delegates.

Outlines

DAY 1 - Introducing Quality Management and Customer Services

  • Introduction to Quality Management

  • The history of Quality in business

  • Basic Quality concepts

  • What is it that Customers want

  • How can we calculate the total cost of Quality

  • Customer satisfaction is a perception and can be managed

  • Setting customer expectations

  • Changing internal perceptions

  • Getting closer to customers

  • Understanding customer needs and expectations

  • Commitment starts at the top of the organization

DAY 2 - Service Quality - Tools and Techniques

  • Five steps to Effective Quality Management

  • Beginning with measurement

  • Then we need methods of Control

  • Continuous Improvement

  • Service Quality Tools and Techniques

  • Questionnaires

  • Pareto Analysis

  • Nominal Group Technique

  • Cause and Effect Analysis

  • Solution Effect Analysis

  • Selection Grid

DAY 3 - Managing Customer Expectations

  • Exceeding customer expectations every time

  • Determining how to exceed expectations

  • It’s the little things that matter - increased satisfaction at minimal cost

  • Asking for feedback on performance

  • Ongoing evaluation of effectiveness to ensure satisfaction

  • Maximize the value you deliver

  • Understanding different customer styles

DAY 4 - People Skills to Deliver Excellent Customer Service

  • Back to basics - communicating with our customers

  • Identify Listening Styles for you and your customer

  • Building Rapport

  • Influencing skills

  • Persuasion techniques

  • Dealing with Difficult Customers

  • Understanding Customer Behaviours

  • Understanding where Anger comes from

  • Developing Emotional Intelligence

DAY 5 - Making it happen

  • A look at Quality Management Systems

  • ISO, Balanced Scorecard, Six Sigma

  • Producing a Plan of Action

  • Improving Customer Satisfaction in 5 quick steps

PR & Customer Service

Training Course: Certified Customer Management Specialist


Register Now
Quick Inquiry
Discount Group Download Brochure (37)

RR5004

13 - 17 Jan 2025

London (UK) - Landmark Office Space - Oxford Street

Hotel : Landmark Office Space - Oxford Street

Cost: 5250 € Euro


  About London

The UK capital of London is a city that combines the old and the new. It is as equally famous for the latest fashion and innovation as it is for its impressive heritage. London's attractions range from the Royal Palace to the DIY atmosphere of its markets. It is also a picturesque city of parks and of course, the majestic Thames River. The city extends for miles beyond its ancient core and each neighborhood has its own charming atmosphere for visitors to explore. London also wears its status as a world city proudly and the influence of different cultures is plain to see in the food and fashion of the capital.


  Things to do and places to visit in London

With so many attractions in London, anyone can find something to delight them. Art lovers will enjoy the world-renowned museums and galleries, most of which are free. Sports fans are spoilt for choice by the city's array of football clubs. Theatre and music fans have a vast list of venues to visit, whilst shopaholics have Harrods, Oxford Street, Camden and much more to look forward to after arranging flights to London.

Some unmissable London attractions include:

  • Seeing priceless masterpieces in the Tate Britain or the National Gallery.
  • Watching the changing of the guard at Buckingham Palace.
  • Visiting Trafalgar Square's famous monument.
  • Marveling at the Crown Jewels in the Tower of London.
  • Getting a bird's eye view of the city from the London Eye.
  • Tasting one of Brick Lane's famous curries.
  • Browsing the exclusive shops of Knightsbridge.
  • Visiting a market – Spitalfields for antiques, Camden for clothes or Borough Market for street food.
  • Admiring design from around the world in the Victoria and Albert Museum.
  • Looking for clues at the home of fiction's most famous detective, Sherlock Holmes.
  • Strolling through one of the lovely parks, including Hyde Park, St James' Park or Kew Gardens.
  • Eating Britain's most famous dish, fish and chips.
  • Watching the street performers in Covent Garden.
  • Enjoying the views at a South Bank cafe.
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