Managing Service Quality and Customer Satisfaction

Learn to manage service quality and customer satisfaction effectively. Join this course to ensure consistent customer delight and loyalty. LBTA Training offers Managing Service Quality and Customer Satisfaction Course in PR , Customer Services , Sales and Marketing Courses.

  • English
  • 257 Training Sessions
  • Confirmed
  • One Week
  • Course Schedule
  • Courses Syllabus
  • Related Courses
  • Available Cities
Venue Start Date End Date Net Fees Details & Registration
Kuala Lumpur, Malaysia26 - Jan - 202530 - Jan - 20254750 GBPPDF Register
Rome, Italy26 - Jan - 202530 - Jan - 20257300 GBPPDF Register
Barcelona, Spain26 - Jan - 202530 - Jan - 20256950 GBPPDF Register
Zurich, Switzerland26 - Jan - 202530 - Jan - 20257950 GBPPDF Register
Sydney, Australia26 - Jan - 202530 - Jan - 202510900 GBPPDF Register
Interlaken, Switzerland26 - Jan - 202530 - Jan - 20258950 GBPPDF Register
London, UK23 - Feb - 202527 - Feb - 20254950 GBPPDF Register
Madrid, Spain23 - Feb - 202527 - Feb - 20256950 GBPPDF Register
Munich, Germany23 - Feb - 202527 - Feb - 20257900 GBPPDF Register
Berlin, Germany23 - Feb - 202527 - Feb - 20257900 GBPPDF Register
New York, United States23 - Feb - 202527 - Feb - 202510900 GBPPDF Register
Amsterdam, Netherlands23 - Feb - 202527 - Feb - 20258100 GBPPDF Register
Milan, Italy23 - Feb - 202527 - Feb - 20256950 GBPPDF Register
Dubai, UAE16 - Feb - 202520 - Feb - 20254987.5 GBPPDF Register
Paris, France16 - Feb - 202520 - Feb - 20256700 GBPPDF Register
Hong Kong, Hong Kong16 - Feb - 202520 - Feb - 20258500 GBPPDF Register
Tokyo, Japan16 - Feb - 202520 - Feb - 20259750 GBPPDF Register
Istanbul, Turkey09 - Feb - 202513 - Feb - 20254700 GBPPDF Register
Bali, Indonesia09 - Feb - 202513 - Feb - 20258100 GBPPDF Register
Singapore, Singapore09 - Feb - 202513 - Feb - 20257500 GBPPDF Register
Washington, United States09 - Feb - 202513 - Feb - 202511000 GBPPDF Register
Kuala Lumpur, Malaysia02 - Feb - 202506 - Feb - 20254750 GBPPDF Register
Rome, Italy02 - Feb - 202506 - Feb - 20257300 GBPPDF Register
Barcelona, Spain02 - Feb - 202506 - Feb - 20256950 GBPPDF Register
Zurich, Switzerland02 - Feb - 202506 - Feb - 20257950 GBPPDF Register
Dubai, UAE02 - Feb - 202506 - Feb - 20254987.5 GBPPDF Register
Paris, France02 - Feb - 202506 - Feb - 20256700 GBPPDF Register
Hong Kong, Hong Kong02 - Feb - 202506 - Feb - 20258500 GBPPDF Register
Tokyo, Japan02 - Feb - 202506 - Feb - 20259750 GBPPDF Register
Taipei, Taiwan09 - Feb - 202513 - Feb - 20259300 GBPPDF Register
Sydney, Australia02 - Feb - 202506 - Feb - 202510900 GBPPDF Register
Interlaken, Switzerland02 - Feb - 202506 - Feb - 20258950 GBPPDF Register
Kuala Lumpur, Malaysia16 - Mar - 202520 - Mar - 20254750 GBPPDF Register
Rome, Italy16 - Mar - 202520 - Mar - 20257300 GBPPDF Register
Barcelona, Spain16 - Mar - 202520 - Mar - 20256950 GBPPDF Register
Zurich, Switzerland16 - Mar - 202520 - Mar - 20257950 GBPPDF Register
Paris, France09 - Mar - 202513 - Mar - 20256700 GBPPDF Register
Hong Kong, Hong Kong09 - Mar - 202513 - Mar - 20258500 GBPPDF Register
Dubai, UAE09 - Mar - 202513 - Mar - 20254987.5 GBPPDF Register
Tokyo, Japan09 - Mar - 202513 - Mar - 20259750 GBPPDF Register
London, UK02 - Mar - 202506 - Mar - 20254950 GBPPDF Register
Madrid, Spain02 - Mar - 202506 - Mar - 20256950 GBPPDF Register
Munich, Germany02 - Mar - 202506 - Mar - 20257900 GBPPDF Register
Berlin, Germany02 - Mar - 202506 - Mar - 20257900 GBPPDF Register
New York, United States02 - Mar - 202506 - Mar - 202510900 GBPPDF Register
Amsterdam, Netherlands02 - Mar - 202506 - Mar - 20258100 GBPPDF Register
Milan, Italy02 - Mar - 202506 - Mar - 20256950 GBPPDF Register
Istanbul, Turkey23 - Mar - 202527 - Mar - 20254700 GBPPDF Register
Bali, Indonesia23 - Mar - 202527 - Mar - 20258100 GBPPDF Register
Singapore, Singapore23 - Mar - 202527 - Mar - 20257500 GBPPDF Register
Washington, United States23 - Mar - 202527 - Mar - 202511000 GBPPDF Register
Dubai, UAE23 - Mar - 202527 - Mar - 20254987.5 GBPPDF Register
Paris, France23 - Mar - 202527 - Mar - 20256700 GBPPDF Register
Hong Kong, Hong Kong23 - Mar - 202527 - Mar - 20258500 GBPPDF Register
Tokyo, Japan23 - Mar - 202527 - Mar - 20259750 GBPPDF Register
Kuala Lumpur, Malaysia23 - Mar - 202527 - Mar - 20254750 GBPPDF Register
Rome, Italy23 - Mar - 202527 - Mar - 20257300 GBPPDF Register
Barcelona, Spain23 - Mar - 202527 - Mar - 20256950 GBPPDF Register
Zurich, Switzerland23 - Mar - 202527 - Mar - 20257950 GBPPDF Register
Sydney, Australia16 - Mar - 202520 - Mar - 202510900 GBPPDF Register
Interlaken, Switzerland16 - Mar - 202520 - Mar - 20258950 GBPPDF Register
Taipei, Taiwan23 - Mar - 202527 - Mar - 20259300 GBPPDF Register
Sydney, Australia23 - Mar - 202527 - Mar - 202510900 GBPPDF Register
Interlaken, Switzerland23 - Mar - 202527 - Mar - 20258950 GBPPDF Register
London, UK27 - Apr - 202501 - May - 20254950 GBPPDF Register
Madrid, Spain27 - Apr - 202501 - May - 20256950 GBPPDF Register
Munich, Germany27 - Apr - 202501 - May - 20257900 GBPPDF Register
Berlin, Germany27 - Apr - 202501 - May - 20257900 GBPPDF Register
New York, United States27 - Apr - 202501 - May - 202510900 GBPPDF Register
Amsterdam, Netherlands27 - Apr - 202501 - May - 20258100 GBPPDF Register
Milan, Italy27 - Apr - 202501 - May - 20256950 GBPPDF Register
Dubai, UAE06 - Apr - 202510 - Apr - 20254987.5 GBPPDF Register
Paris, France06 - Apr - 202510 - Apr - 20256700 GBPPDF Register
Hong Kong, Hong Kong06 - Apr - 202510 - Apr - 20258500 GBPPDF Register
Tokyo, Japan06 - Apr - 202510 - Apr - 20259750 GBPPDF Register
Istanbul, Turkey13 - Apr - 202517 - Apr - 20254700 GBPPDF Register
Bali, Indonesia13 - Apr - 202517 - Apr - 20258100 GBPPDF Register
Singapore, Singapore13 - Apr - 202517 - Apr - 20257500 GBPPDF Register
Washington, United States13 - Apr - 202517 - Apr - 202511000 GBPPDF Register
Kuala Lumpur, Malaysia20 - Apr - 202524 - Apr - 20254750 GBPPDF Register
Rome, Italy20 - Apr - 202524 - Apr - 20257300 GBPPDF Register
Barcelona, Spain20 - Apr - 202524 - Apr - 20256950 GBPPDF Register
Zurich, Switzerland20 - Apr - 202524 - Apr - 20257950 GBPPDF Register
Dubai, UAE20 - Apr - 202524 - Apr - 20254987.5 GBPPDF Register
Paris, France20 - Apr - 202524 - Apr - 20256700 GBPPDF Register
Hong Kong, Hong Kong20 - Apr - 202524 - Apr - 20258500 GBPPDF Register
Tokyo, Japan20 - Apr - 202524 - Apr - 20259750 GBPPDF Register
Taipei, Taiwan13 - Apr - 202517 - Apr - 20259300 GBPPDF Register
Sydney, Australia20 - Apr - 202524 - Apr - 202510900 GBPPDF Register
Interlaken, Switzerland20 - Apr - 202524 - Apr - 20258950 GBPPDF Register
Kuala Lumpur, Malaysia11 - May - 202515 - May - 20254750 GBPPDF Register
Rome, Italy11 - May - 202515 - May - 20257300 GBPPDF Register
Barcelona, Spain11 - May - 202515 - May - 20256950 GBPPDF Register
Zurich, Switzerland11 - May - 202515 - May - 20257950 GBPPDF Register
Dubai, UAE04 - May - 202508 - May - 20254987.5 GBPPDF Register
Paris, France04 - May - 202508 - May - 20256700 GBPPDF Register
Hong Kong, Hong Kong04 - May - 202508 - May - 20258500 GBPPDF Register
Tokyo, Japan04 - May - 202508 - May - 20259750 GBPPDF Register
London, UK18 - May - 202522 - May - 20254950 GBPPDF Register
Madrid, Spain18 - May - 202522 - May - 20256950 GBPPDF Register
Munich, Germany18 - May - 202522 - May - 20257900 GBPPDF Register
Berlin, Germany18 - May - 202522 - May - 20257900 GBPPDF Register
New York, United States18 - May - 202522 - May - 202510900 GBPPDF Register
Amsterdam, Netherlands18 - May - 202522 - May - 20258100 GBPPDF Register
Milan, Italy18 - May - 202522 - May - 20256950 GBPPDF Register
Istanbul, Turkey25 - May - 202529 - May - 20254700 GBPPDF Register
Bali, Indonesia25 - May - 202529 - May - 20258100 GBPPDF Register
Singapore, Singapore25 - May - 202529 - May - 20257500 GBPPDF Register
Washington, United States25 - May - 202529 - May - 202511000 GBPPDF Register
Dubai, UAE25 - May - 202529 - May - 20254987.5 GBPPDF Register
Paris, France25 - May - 202529 - May - 20256700 GBPPDF Register
Hong Kong, Hong Kong25 - May - 202529 - May - 20258500 GBPPDF Register
Tokyo, Japan25 - May - 202529 - May - 20259750 GBPPDF Register
Kuala Lumpur, Malaysia25 - May - 202529 - May - 20254750 GBPPDF Register
Rome, Italy25 - May - 202529 - May - 20257300 GBPPDF Register
Barcelona, Spain25 - May - 202529 - May - 20256950 GBPPDF Register
Zurich, Switzerland25 - May - 202529 - May - 20257950 GBPPDF Register
Sydney, Australia11 - May - 202515 - May - 202510900 GBPPDF Register
Interlaken, Switzerland11 - May - 202515 - May - 20258950 GBPPDF Register
Taipei, Taiwan25 - May - 202529 - May - 20259300 GBPPDF Register
Sydney, Australia25 - May - 202529 - May - 202510900 GBPPDF Register
Interlaken, Switzerland25 - May - 202529 - May - 20258950 GBPPDF Register
London, UK08 - Jun - 202512 - Jun - 20254950 GBPPDF Register
Madrid, Spain08 - Jun - 202512 - Jun - 20256950 GBPPDF Register
Munich, Germany08 - Jun - 202512 - Jun - 20257900 GBPPDF Register
Berlin, Germany08 - Jun - 202512 - Jun - 20257900 GBPPDF Register
New York, United States08 - Jun - 202512 - Jun - 202510900 GBPPDF Register
Amsterdam, Netherlands08 - Jun - 202512 - Jun - 20258100 GBPPDF Register
Milan, Italy08 - Jun - 202512 - Jun - 20256950 GBPPDF Register
Dubai, UAE15 - Jun - 202519 - Jun - 20254987.5 GBPPDF Register
Paris, France15 - Jun - 202519 - Jun - 20256700 GBPPDF Register
Hong Kong, Hong Kong15 - Jun - 202519 - Jun - 20258500 GBPPDF Register
Tokyo, Japan15 - Jun - 202519 - Jun - 20259750 GBPPDF Register
Istanbul, Turkey22 - Jun - 202526 - Jun - 20254700 GBPPDF Register
Bali, Indonesia22 - Jun - 202526 - Jun - 20258100 GBPPDF Register
Singapore, Singapore22 - Jun - 202526 - Jun - 20257500 GBPPDF Register
Washington, United States22 - Jun - 202526 - Jun - 202511000 GBPPDF Register
Kuala Lumpur, Malaysia01 - Jun - 202505 - Jun - 20254750 GBPPDF Register
Rome, Italy01 - Jun - 202505 - Jun - 20257300 GBPPDF Register
Barcelona, Spain01 - Jun - 202505 - Jun - 20256950 GBPPDF Register
Zurich, Switzerland01 - Jun - 202505 - Jun - 20257950 GBPPDF Register
Dubai, UAE01 - Jun - 202505 - Jun - 20254987.5 GBPPDF Register
Paris, France01 - Jun - 202505 - Jun - 20256700 GBPPDF Register
Hong Kong, Hong Kong01 - Jun - 202505 - Jun - 20258500 GBPPDF Register
Tokyo, Japan01 - Jun - 202505 - Jun - 20259750 GBPPDF Register
Taipei, Taiwan22 - Jun - 202526 - Jun - 20259300 GBPPDF Register
Sydney, Australia01 - Jun - 202505 - Jun - 202510900 GBPPDF Register
Interlaken, Switzerland01 - Jun - 202505 - Jun - 20258950 GBPPDF Register
Kuala Lumpur, Malaysia06 - Jul - 202510 - Jul - 20254750 GBPPDF Register
Rome, Italy06 - Jul - 202510 - Jul - 20257300 GBPPDF Register
Barcelona, Spain06 - Jul - 202510 - Jul - 20256950 GBPPDF Register
Zurich, Switzerland06 - Jul - 202510 - Jul - 20257950 GBPPDF Register
Dubai, UAE13 - Jul - 202517 - Jul - 20254987.5 GBPPDF Register
Paris, France13 - Jul - 202517 - Jul - 20256700 GBPPDF Register
Hong Kong, Hong Kong13 - Jul - 202517 - Jul - 20258500 GBPPDF Register
Tokyo, Japan13 - Jul - 202517 - Jul - 20259750 GBPPDF Register
Dubai, UAE20 - Jul - 202524 - Jul - 20254987.5 GBPPDF Register
Paris, France20 - Jul - 202524 - Jul - 20256700 GBPPDF Register
Hong Kong, Hong Kong20 - Jul - 202524 - Jul - 20258500 GBPPDF Register
Tokyo, Japan20 - Jul - 202524 - Jul - 20259750 GBPPDF Register
Istanbul, Turkey27 - Jul - 202531 - Jul - 20254700 GBPPDF Register
Bali, Indonesia27 - Jul - 202531 - Jul - 20258100 GBPPDF Register
Singapore, Singapore27 - Jul - 202531 - Jul - 20257500 GBPPDF Register
Washington, United States27 - Jul - 202531 - Jul - 202511000 GBPPDF Register
Dubai, UAE27 - Jul - 202531 - Jul - 20254987.5 GBPPDF Register
Paris, France27 - Jul - 202531 - Jul - 20256700 GBPPDF Register
Hong Kong, Hong Kong27 - Jul - 202531 - Jul - 20258500 GBPPDF Register
Tokyo, Japan27 - Jul - 202531 - Jul - 20259750 GBPPDF Register
Kuala Lumpur, Malaysia27 - Jul - 202531 - Jul - 20254750 GBPPDF Register
Rome, Italy27 - Jul - 202531 - Jul - 20257300 GBPPDF Register
Barcelona, Spain27 - Jul - 202531 - Jul - 20256950 GBPPDF Register
Zurich, Switzerland27 - Jul - 202531 - Jul - 20257950 GBPPDF Register
Sydney, Australia06 - Jul - 202510 - Jul - 202510900 GBPPDF Register
Interlaken, Switzerland06 - Jul - 202510 - Jul - 20258950 GBPPDF Register
Taipei, Taiwan27 - Jul - 202531 - Jul - 20259300 GBPPDF Register
Sydney, Australia27 - Jul - 202531 - Jul - 202510900 GBPPDF Register
Interlaken, Switzerland27 - Jul - 202531 - Jul - 20258950 GBPPDF Register
London, UK03 - Aug - 202507 - Aug - 20254950 GBPPDF Register
Madrid, Spain03 - Aug - 202507 - Aug - 20256950 GBPPDF Register
Munich, Germany03 - Aug - 202507 - Aug - 20257900 GBPPDF Register
Berlin, Germany03 - Aug - 202507 - Aug - 20257900 GBPPDF Register
New York, United States03 - Aug - 202507 - Aug - 202510900 GBPPDF Register
Amsterdam, Netherlands03 - Aug - 202507 - Aug - 20258100 GBPPDF Register
Milan, Italy03 - Aug - 202507 - Aug - 20256950 GBPPDF Register
Dubai, UAE10 - Aug - 202514 - Aug - 20254987.5 GBPPDF Register
Paris, France10 - Aug - 202514 - Aug - 20256700 GBPPDF Register
Hong Kong, Hong Kong10 - Aug - 202514 - Aug - 20258500 GBPPDF Register
Tokyo, Japan10 - Aug - 202514 - Aug - 20259750 GBPPDF Register
Istanbul, Turkey17 - Aug - 202521 - Aug - 20254700 GBPPDF Register
Bali, Indonesia17 - Aug - 202521 - Aug - 20258100 GBPPDF Register
Singapore, Singapore17 - Aug - 202521 - Aug - 20257500 GBPPDF Register
Washington, United States17 - Aug - 202521 - Aug - 202511000 GBPPDF Register
Kuala Lumpur, Malaysia24 - Aug - 202528 - Aug - 20254750 GBPPDF Register
Rome, Italy24 - Aug - 202528 - Aug - 20257300 GBPPDF Register
Barcelona, Spain24 - Aug - 202528 - Aug - 20256950 GBPPDF Register
Zurich, Switzerland24 - Aug - 202528 - Aug - 20257950 GBPPDF Register
Dubai, UAE24 - Aug - 202528 - Aug - 20254987.5 GBPPDF Register
Paris, France24 - Aug - 202528 - Aug - 20256700 GBPPDF Register
Hong Kong, Hong Kong24 - Aug - 202528 - Aug - 20258500 GBPPDF Register
Tokyo, Japan24 - Aug - 202528 - Aug - 20259750 GBPPDF Register
Taipei, Taiwan17 - Aug - 202521 - Aug - 20259300 GBPPDF Register
Sydney, Australia24 - Aug - 202528 - Aug - 202510900 GBPPDF Register
Interlaken, Switzerland24 - Aug - 202528 - Aug - 20258950 GBPPDF Register
Kuala Lumpur, Malaysia28 - Sep - 202502 - Oct - 20254750 GBPPDF Register
Rome, Italy28 - Sep - 202502 - Oct - 20257300 GBPPDF Register
Barcelona, Spain28 - Sep - 202502 - Oct - 20256950 GBPPDF Register
Zurich, Switzerland28 - Sep - 202502 - Oct - 20257950 GBPPDF Register
Dubai, UAE07 - Sep - 202511 - Sep - 20254987.5 GBPPDF Register
Paris, France07 - Sep - 202511 - Sep - 20256700 GBPPDF Register
Hong Kong, Hong Kong07 - Sep - 202511 - Sep - 20258500 GBPPDF Register
Tokyo, Japan07 - Sep - 202511 - Sep - 20259750 GBPPDF Register
London, UK14 - Sep - 202518 - Sep - 20254950 GBPPDF Register
Madrid, Spain14 - Sep - 202518 - Sep - 20256950 GBPPDF Register
Munich, Germany14 - Sep - 202518 - Sep - 20257900 GBPPDF Register
Berlin, Germany14 - Sep - 202518 - Sep - 20257900 GBPPDF Register
New York, United States14 - Sep - 202518 - Sep - 202510900 GBPPDF Register
Amsterdam, Netherlands14 - Sep - 202518 - Sep - 20258100 GBPPDF Register
Milan, Italy14 - Sep - 202518 - Sep - 20256950 GBPPDF Register
Istanbul, Turkey21 - Sep - 202525 - Sep - 20254700 GBPPDF Register
Bali, Indonesia21 - Sep - 202525 - Sep - 20258100 GBPPDF Register
Singapore, Singapore21 - Sep - 202525 - Sep - 20257500 GBPPDF Register
Washington, United States21 - Sep - 202525 - Sep - 202511000 GBPPDF Register
Dubai, UAE21 - Sep - 202525 - Sep - 20254987.5 GBPPDF Register
Paris, France21 - Sep - 202525 - Sep - 20256700 GBPPDF Register
Hong Kong, Hong Kong21 - Sep - 202525 - Sep - 20258500 GBPPDF Register
Tokyo, Japan21 - Sep - 202525 - Sep - 20259750 GBPPDF Register
Kuala Lumpur, Malaysia21 - Sep - 202525 - Sep - 20254750 GBPPDF Register
Rome, Italy21 - Sep - 202525 - Sep - 20257300 GBPPDF Register
Barcelona, Spain21 - Sep - 202525 - Sep - 20256950 GBPPDF Register
Zurich, Switzerland21 - Sep - 202525 - Sep - 20257950 GBPPDF Register
Sydney, Australia28 - Sep - 202502 - Oct - 202510900 GBPPDF Register
Interlaken, Switzerland28 - Sep - 202502 - Oct - 20258950 GBPPDF Register
Taipei, Taiwan21 - Sep - 202525 - Sep - 20259300 GBPPDF Register
Sydney, Australia21 - Sep - 202525 - Sep - 202510900 GBPPDF Register
Interlaken, Switzerland21 - Sep - 202525 - Sep - 20258950 GBPPDF Register
London, UK19 - Oct - 202523 - Oct - 20254950 GBPPDF Register
Madrid, Spain19 - Oct - 202523 - Oct - 20256950 GBPPDF Register
Munich, Germany19 - Oct - 202523 - Oct - 20257900 GBPPDF Register
Berlin, Germany19 - Oct - 202523 - Oct - 20257900 GBPPDF Register
New York, United States19 - Oct - 202523 - Oct - 202510900 GBPPDF Register
Amsterdam, Netherlands19 - Oct - 202523 - Oct - 20258100 GBPPDF Register
Milan, Italy19 - Oct - 202523 - Oct - 20256950 GBPPDF Register
Istanbul, Turkey05 - Oct - 202509 - Oct - 20254700 GBPPDF Register
Bali, Indonesia05 - Oct - 202509 - Oct - 20258100 GBPPDF Register
Singapore, Singapore05 - Oct - 202509 - Oct - 20257500 GBPPDF Register
Washington, United States05 - Oct - 202509 - Oct - 202511000 GBPPDF Register
Kuala Lumpur, Malaysia12 - Oct - 202516 - Oct - 20254750 GBPPDF Register
Rome, Italy12 - Oct - 202516 - Oct - 20257300 GBPPDF Register
Barcelona, Spain12 - Oct - 202516 - Oct - 20256950 GBPPDF Register
Zurich, Switzerland12 - Oct - 202516 - Oct - 20257950 GBPPDF Register
Dubai, UAE12 - Oct - 202516 - Oct - 20254987.5 GBPPDF Register
Paris, France12 - Oct - 202516 - Oct - 20256700 GBPPDF Register
Hong Kong, Hong Kong12 - Oct - 202516 - Oct - 20258500 GBPPDF Register
Tokyo, Japan12 - Oct - 202516 - Oct - 20259750 GBPPDF Register
Taipei, Taiwan05 - Oct - 202509 - Oct - 20259300 GBPPDF Register
Sydney, Australia12 - Oct - 202516 - Oct - 202510900 GBPPDF Register
Interlaken, Switzerland12 - Oct - 202516 - Oct - 20258950 GBPPDF Register

Courses Syllabus

Introduction

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 expections

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

Content

Day one

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 organisation

Day two

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 Three

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
  • Maximise the value you deliver
  • Understanding different customer styles

Day Four

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 Five

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

Available Cities

@2025 London Business Training Academy