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Managing Quality Customer Service
Course Code: BM-MQCS
Customer expectations are rising. When customers judge every interaction, every interaction counts. By investing in your customer-facing team, setting clear and defined action plans, and by implementing a customer feedback system, you will reach all the contours of success. This practical course was developed to help you establish and manage a quality service operation. Learn how to determine customer needs, how to effectively and efficiently meet those needs, and how to continually measure your service level.
This course would be advisable and useful for the following audience profiles, namely Leaders, Customer Service Managers, Supervisors and Customer Relationship Advisors, Operations Managers, Sales and Brand Managers, Office Managers and Personal Assistants.
There are no prerequisites for this course.
After course completion, you will be able to:
- 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 for overcoming barriers to customer satisfaction
There is no exam associated with this course.
Modules
- 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