Manage Quality Customer Service

Face to face duration: 2 days

Course Objectives

This two (2) day course describes the performance outcomes, skills and knowledge required to develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation.

Learning Outcomes

  1. Plan to meet internal and external customer requirements.
  2. Ensure delivery of quality products and services.
  3. Monitor, adjust and review customer service.

Benefits

  • Ability to implement plans, policies or procedures for delivering quality customer service.
  • Demonstrated techniques in solving complex customer complaints and system problems.
  • Enhanced knowledge of techniques for solving complaints.
  • Investigate, identify, assess, and include the needs of customers in planning processes.
  • Ensure plans achieve the quality agreed with customers.
  • Deliver products and services to customer specifications within organisation’s plan.
  • Develop and use strategies to monitor progress in achieving product and/or service targets and standards.
  • Develop and use strategies to obtain customer feedback to improve the provision of products and services.
  • Adapt customer services, products and service delivery.
  • Manage records and recommendations within the organisation’s systems and processes.

Topics

  1. Organisational policy and procedures for customer service including handling customer complaints.
  2. Service standards and best practice models.
  3. Public relations and product promotion.
  4. Techniques for dealing with customers, including customers with specific needs.
  5. Techniques for solving complaints including the principles and techniques involved in the management and organisation of:
    • Customer behaviour.
    • Customer needs research.
    • Customer relations.
    • Ongoing product and/or service quality.

Audience

  • Supervisors, team leaders and anyone responsible for ensuring products and services are delivered and maintained to standards agreed by the organisation.

Format

  • Individual and group activities.
  • Short lecture sessions.
  • Templates and checklists.
  • Practical and experiential.
  • Case studies.

Delivery Strategy

This two (2) day course has been designed by our senior trainers who combine industry experience with academic excellence.

Our program design and delivery is based on adult learning principles and experiential learning.

Participants will also receive a state-of-the-art student manual with all reference material, PowerPoint presentations and activities.

Program Outline

Day One

Establish customer needs

  • Who are your customers and why?
  • Customer services quality management.
  • Models of excellence in customer services.
  • Activities throughout the module.

Delivery of quality customer services

  • Customer driven culture.
  • Customer relationship management system (CRM).
  • Consumer rights and responsibilities.
  • Activities throughout the module.

Day Two

Manage networks

  • Manage close contacts with customers.
  • Update customer records.
  • Manage customer interaction in accordance with policy.
  • Activities throughout the module.

Review and monitor customer services

  • Develop service level agreements.
  • Benchmark customer services.
  • Survey and monitor changes.
  • The marketing mix.
  • Activities throughout the module.

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Testimonials

"The Student Manual is a logical, carefully thought through and well presented document. The face-to-face facilitators are helpful, patient, knowledgeable and passionate. Thank you for the time and effort that blueVisions have put into preparing and supporting this course."

David Thorpe iiNet Australia

"Your personal contribution to our training has been invaluable. Your infectious high spirits and genuine want for our success have shone through. I sincerely thank you for your efforts over the past two years."

Stephen Davies Group Manager, Construction Services Group, NSW

"Your course made me realise how irrelevant what I was learning through my university course actually was to my job. Due to this, I will be seeking to complete the remainder of the modules in this diploma through blueVisions."

Damien Bleeker Project Coordinator, Liverpool City Council, NSW

"Thank you for a wonderful course....This has been by far the best development course I've ever been a part of."

David Darcy LSPSPO - Defence Materiel Organisation

"Having sat in at various times in both courses, as well as being present for the final summary and feedback sessions I was really impressed with the positive feedback and outcomes. The blueVisions trainers did an awesome job and really motivated and inspired both groups. The level of the course was spot on for each group."

Brian Clarke Leadership Development Coordinator, Gasco