COURSE OVERVIEW

Understanding your customers’ needs and accurately measuring their satisfaction is vital to building a strong and competitive organization. The heartbeat of any successful company lies in its customer service team. Satisfied customers who share positive experiences become the most powerful ambassadors for your brand, driving loyalty and long-term success through genuine “word-of-mouth” marketing.

KEY FEATURES

This training program on Service Quality and Customer Satisfaction focuses on equipping participants with practical tools and techniques to achieve superior results. Key features include:

• Advanced measurement tools and statistical methods for assessing customer service standards.
• Conflict resolution skills to manage difficult or aggressive customers while achieving win-win outcomes.
• Enhanced communication and persuasion abilities to strengthen customer relationships.
• Best practices for designing and conducting customer satisfaction surveys to build a proactive, customer-focused culture.
• Identification of customer segments and service requirements for continuous performance improvement.

LEARNING OBJECTIVES

By the end of this course, participants will be able to:

• Apply advanced statistical methods to assess and analyze customer satisfaction.
• Recognize the importance of setting and reviewing customer service excellence standards.
• Communicate more effectively through active listening and skilled questioning techniques.
• Handle demanding or aggressive customers professionally and confidently.
• Use goal-setting and time management strategies to boost personal productivity and effectiveness.

TARGET AUDIENCE

This course is ideal for professionals responsible for maintaining, measuring, or improving customer service standards, including:

• Customer Service Professionals
• Customer Care Managers and Supervisors
• Team Leaders, Department Heads, and Administrators
• HR and Training Professionals
• Accounts, Sales, Marketing, and Public Relations Personnel

TRAINING METHODOLOGY

The Service Quality & Customer Satisfaction course is designed to be highly interactive and practical. Participants will engage in lectures, group discussions, case studies, and hands-on exercises that encourage collaboration and learning.
Breakout sessions will reinforce key concepts and allow participants to practice new skills in realistic scenarios.
Pre- and post-course assessments will be conducted to evaluate the training’s impact and participant progress.

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COURSE MODULES

Module 1 – Building Customer Satisfaction and Loyalty

Key Topics:

• Understanding why measuring customer satisfaction is essential.
• Applying brainstorming techniques to enhance customer experience.
• Case studies: Comparing excellent and poor service delivery.
• Lessons from Taxi Terry and the concept of going the extra mile.
• The power of attitude, teamwork, and cooperation.
• Leadership and teambuilding exercises to strengthen customer service delivery.

Module 2 – The Voice of the Customer: Measuring and Monitoring Satisfaction

Key Topics:

• Managing customer expectations effectively.
• Avoiding common pitfalls in satisfaction measurement.
• Advanced tools for assessing customer satisfaction.
• Interpreting body language and behavioral cues.
• Understanding customer types using the DISC profiling model.
• Practical exercises on listening, questioning, and survey design.

Module 3 – Handling Complaints and Working with Difficult Customers

Key Topics:

• Best practices for recording and monitoring service issues.
• Empowering frontline employees for better service recovery.
• Professional telephone and communication techniques.
• Conflict resolution and emotional management strategies.
• Negotiating win-win solutions and managing feedback constructively.
• Developing a structured complaint-handling process through practical exercises.

Module 4 – Delivering Exceptional Customer Service: From Good to Great

Key Topics:

• Benchmarking traits of customer-focused organizations.
• Communicating the importance of customer service within your company.
• Aligning mission statements with customer satisfaction goals.
• Case studies: Xerox’s Five Pillars of Customer Strategy, Disney, and Scandinavian Airlines.
• Managing communication barriers and internal customer relations.
• Handling social media crises and public relations issues effectively.

Module 5 – Leading the Way to Superior Customer Satisfaction

Key Topics:

• Developing a practical action plan for implementation.
• Setting personal development goals.
• Applying time management techniques to overcome procrastination.
• Understanding the impact of stress on performance and applying stress management strategies.
• Final course review and feedback session.