Providing World-Class CustomerExperience, Service and Satisfaction
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COURSE DATES AND LOCATIONS
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INTRODUCTION
Customer service gets a lot of attention these days and yet many companies still aren’t doing all they can to deliver a world-class customer service. This means potential customers will probably go searching elsewhere for a company that pays attention to their needs and makes it easier to do business. World-Class Customer Experience, Service and Satisfaction training course will give your company a crucial strategic advantage in your markets. At the time where the internet has reduced so many brands to mere commodities, to be price compared with just a few clicks, it has emerged that giving customers superb service and world-class customer experiences is the last great strategic point of differentiation.
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COURSE OBJECTIVES
By the end of the course, you‘ll be able to:
- Use excellent communications skills to provide world-beating service
- Develop excellent leaderships skills to drive the necessary changes
- Learn excellent planning skills
- Learn to use and apply the tools of continuous improvement
- Enable attendees to use planning skills to develop codes of conduct for customer satisfaction
- Understand that complaints are a gift and develop robust systems for collecting and dealing with complaints
- Develop the skills of constructive challenge to enable potential disputes to be settled along world-class benchmarked systems
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COURSE AUDIENCE
This course is made for
- CEOs
- Board Members
- Marketing Directors
- Business Excellence Officers
- Consumer Affairs Champions
- Customer Service Executives
- Brand Managers
- Marketing Managers
- Sales Managers
- Global Account Managers
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COURSE OUTLINE
Day One
Building a ISO 9001 Customer-Focused Communication Process
- What is ISO 9001?
- Understanding the key components of ISO 9001
- Identifying customer communication barriers
- Active listening and questioning skills to improve customer relations
- Interpreting your customer’s nonverbal communication
- How to determine your DISC communication style?
Day Two
Principles of ISO 9001 and Total Quality Management “TQM”
- The origin and philosophy behind TQM
- ISO 9001 8 principles
- Deming’s fourteen points of TQM
- Traditional management vs. Total Quality Management
- Obstacles to implementing TQM
- ISO 9001 Customer Service Excellence
Day Three
Customer Service Satisfaction Requirements
- What do your customers expect from you?
- Going the extra mile to exceed expectations
- Your attitude makes a difference
- Measuring and monitoring customer satisfaction
- Empowering employees to better serve their customers
- Customer service satisfaction survey
Day Four
Customer Service Recovery Strategies
- The Importance of customer complaints and why they should be encouraged
- The impact of social media on customer service complaints
- The role of the supervisor in conflict resolution
- Techniques for managing emotions
- Strategies to help calm upset customers
- Service recovery strategies for working with difficult customers
Day Five
Implementing an ISO 9001 System
- Role of top management in ISO 9001
- Plan-Do-Check-Act methodology
- Internal audit purpose and process
- Internal audit elements
- Setting smart goals for continuous improvement
- Developing your ISO 9001 action plan
Day six
ISO 10001 – Customer Satisfaction
- Understanding ISO 10001
- Meeting the standard – Product (service) delivery
- Meeting the standard – Product Returns
- Advertising standards
- Meeting the standard – Customer personal information handling
- Meeting the standard – Developing a customer satisfaction Code of Conduct
Day Seven
ISO 10002 – Complaints Handling
- Creating a customer feedback system
- How to handle complaints
- Developing a positive customer complaints handling process
- Analyzing customer complaints and service amendments resulting
- Resourcing your complaints handling system
- Culture changes required
- Analyzing and evaluating complaints successfully
Day Eight
ISO 10003 – Dispute Resolution
- The essentials of fair, transparent and accessible dispute resolution/handling domestic disputes
- Handling cross-border/international disputes
- E-Commerce disputes
- Processes for dispute resolution
- Monitoring and evaluating your dispute resolution processes.
- Guidance on management involvement in the dispute resolution process
- Guidance on the selection of providers and use of their services
Day Nine
ISO 10004 – Monitoring and Measuring Customer Satisfaction
- Scoping your quality management system
- Effective process measurement principles
- Effective process monitoring principles
- Analysis and evaluation techniques
- Metrics, KPIs and dashboards
- Management reporting
Day Ten
Producing your submission
- How the standards tie into existing customer service policies
- Customer Focus (ISO 9001)
- Quality Objectives (ISO 9001)
- Customer Communication (ISO 9001)
- Customer Satisfaction (ISO 9001)
- How to integrate the new standards into existing practices
- Integrating the new standards with existing styles
- Integrating with current standards on complaints (ISO 9004)
- Creating a coherent policy spanning ISO 9000 ‘family’ and ISO 10001 – 4)
N.B: Exam fees are not included
