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Cross-cutting

Satisfied Customer (Quality of Service)

Negotiation 25 hours

Introduction

In this training programme based on Satisfied Customer (Quality of Service), we will explore the importance of providing exceptional customer service and how this affects customer satisfaction. We will learn about the principles of customer service, the concepts of value-added quality and the cost of non-quality, as well as the planning and organisation of customer service. We will also focus on the customer loyalty the customer’s as the basis for the relationship marketing and its long-term impact. The training focuses on developing key skills and providing practical knowledge to ensure customer satisfaction, maintain long-lasting relationships and utilise strategies from customer loyalty effective.

Objectives

  • Understanding the fundamental principles customer service and its importance across all professional fields.

  • Identify the different types of customer needs and acquire the skills needed to meet them.

  • To know the satisfaction indicators customer satisfaction and how to manage the quality of customer service.

  • Developing skills in communication and relationships with customers to build good relationships.

Table of Contents

TEACHING UNIT 1. THE IMPORTANCE OF CUSTOMER SERVICE

  1. We are all customers
  2. Principles of customer service
  3. The concept of useful quality and the cost of non-quality
  4. Types of needs and how to meet them
  5. Employees and customer service

TEACHING UNIT 2. QUALITY IN CUSTOMER SERVICE

  1. Customer service planning
  2. Organisation of customer service
  3. Quality management in customer service
  4. Internal and external customers
  5. Customer satisfaction indicators
  6. Potential for dealing with customers
  7. The customer service professional
  8. Skills, training and motivation

TEACHING UNIT 3. CUSTOMER SERVICE, SUPPORT AND SATISFACTION

  1. Introduction
  2. Customer satisfaction
  3. Ways to monitor progress
  4. After-sales service
  5. Customer support
  6. Customer information and training
  7. Handling of Complaints
  8. How to achieve customer satisfaction
  9. Dealing with queries and objections
  10. Complaints
  11. Face to face or over the phone

TEACHING UNIT 4. CUSTOMER LOYALTY AS THE FOUNDATION OF RELATIONAL MARKETING

  1. Customer loyalty as an objective of relationship marketing
  2. Level of customer loyalty
  3. Loyalty schemes
  4. Objectives of a loyalty programme
  5. The impact of loyalty schemes on business performance
  6. Implications of customer loyalty in the long term

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