Managing Quality Customer Service
Management and Soft Skills
Time:
1 Day
VILT
£270.00
Download our Course Content PDF
DOWNLOAD NOWWhat you’ll Learn
- Learn why satisfying customers, the people part of the job, is as important as doing the technical part of the job
- Use the tools of customer satisfaction.
- Obtain techniques of overcoming barriers to customer satisfaction
Description
Requirements
There are no prerequisites for this course.
Modules in this Course
- What Is Your Specific Service Niche?
- What Are the Characteristics of the Service(s) You Provide? Developing Your Customer Profile
- How Do Your Customers See You? Review and Action Plan
- The Importance of Setting Quality Service Standards The Two Dimensions of Quality Service
- Writing Quality Service Standard Statements Prioritizing Your Quality Customer-Service Standards
- Review and Action Plan
- Putting Quality into the Design of Customer Jobs Writing Job Specs in Quality Customer-Service Terms
- Screening Job Applicants for Quality Customer-Service Abilities Training for Quality Customer-Service
- Quality Customer-Service Leadership A Supportive Organizational Climate
- Review and Action Plan
- A Service Audit System
- A Customer Feedback System
- Employee Feedback Systems
- Review and Action Plan
- Create a Supportive Climate for Solving Customer-Service Problems
- Use Your Customer-Service Team to Identify Customer-Service Problem Areas
- Use Your Customer-Service Team as a Resource for Improving Service
- Turn Customer Problems into Opportunities for Better Customer Service
- Review and Action Plan
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