Managing Service Quality and Customer Satisfaction

In this increasingly competitive world, customers are in a position to demand forever increasing levels of service and quality. Rather than simply react to their demands, successful companies are proactive in the way they manage quality and continuously seek to improve levels of customer satisfaction. In this programme, you will:

• Learn about Customer Service and Quality Management Tools
• Learn how to improve Customer Satisfaction
• Improve your people skills
• Learn how to proactively manage and control expectations

• 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

• Customer Service Managers and Supervisors
• Quality Assurance and Quality Control Professionals
• Operations and Service Delivery Managers
• Call Center and Customer Support Team Leaders
• Sales and Account Management Professionals
• Frontline Staff dealing with internal and external customers
• Business Development and Client Relationship Managers
• HR and Training Professionals involved in service improvement
• Organizational Development and Performance Improvement Specialists
• Professionals aiming to improve customer satisfaction, service quality, and relationship management