Location

Productivity and Quality Institute - Alexandria

Objectives

• • Utilize the concept of meeting and exceeding clients' expectations.• Develop insights on Consumer Satisfaction via customer scorecards.• Understand the key facts of delivering client satisfaction• Know the significance of professional skills for overall success• Apply professional methods to monitor clients' satisfaction

Outcomes

• 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• Develop tools and models to enable you to consistently deliver a high-quality product or service to both internal and external customers

Course Contents

• Introduction to Quality • Characteristic of quality in service field• Understanding customer portfolio• 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 value• Understanding customer needs and expectations• Commitment starts at the top of the organization• Exceeding customer expectations every time• Understanding different customer styles• 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 Behaviors• Understanding where Anger comes from• Developing Emotional Intelligence