This practical course will help you to establish and manage a quality service operation. You will learn how to determine customer needs, how to effectively and efficiently meet those needs, and how to continually measure your service level.
Instructor led, group-paced, classroom-delivery learning model with structured... more details
Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.
Target Students
this course is intended for those who are... more details
this course is intended for those who are in charge of managing customer service operation.
Prerequisites
There are no prerequisites for this course.
There are no prerequisites for this course.
Course Objectives
Upon successful completion of this course, students will... more details
Upon successful completion of this course, students will be able to:
determine customer needs
set quality service standards
build a winning team
measure your service level
provide proactive problem solving
Course Content
Lesson 1: Understanding Your Customer
Topic 1A: What Is... more details
Lesson 1: Understanding Your Customer
Topic 1A: What Is Your Specific Service Niche Topic 1B: What Are the Characteristics of the Service(s) You Provide? Topic 1C: Developing Your Customer Profile Topic 1D: How Do Your Customers See You? Topic 1E: Review and Action Plan
Lesson 2: Set Quality Service Standards
Topic 2A: The Importance of Setting Quality Service Standards Topic 2B: The Two Dimensions of Quality Service Topic 2C: Writing Quality Service Standard Statements Topic 2D: Prioritizing Your Quality Customer-Service Standards Topic 2E: Review and Action Plan
Lesson 3: Build a Winning Team
Topic 3A: Putting Quality into the Design of Customer Jobs Topic 3B: Writing Job Specs in Quality Customer-Service Terms Topic 3C: Screening Job Applicants for Quality Customer-Service Abilities Topic 3D: Training for Quality Customer-Service Topic 3E: Quality Customer-Service Leadership Topic 3F: A Supportive Organizational Climate Topic 3G: Review and Action Plan
Lesson 4: Check Up Regularly
Topic 4A: A Service Audit System Topic 4B: A Customer Feedback System Topic 4C: Employee Feedback Systems Topic 4D: Review and Action Plan
Lesson 5: Provide Proactive Problem Solving
Topic 5A: Create a Supportive Climate for Solving Customer-Service Problems Topic 5B: Use Your Customer-Service Team to Identify Customer-Service Problem Areas Topic 5C: Use Your Customer-Service Team as a Resource for Improving Service Topic 5D: Turn Customer Problems into Opportunities for Better Customer Service Topic 5E: Review and Action Plan
Locations
Infero Training Ltd is based in the Lace... more details
Infero Training Ltd is based in the Lace Market in Nottingham. Training
courses take place at the following locations including Nottingham, London, Loughborough, Mansfield, Chesterfield, Burton-on-Trent,
Lincoln, Leicester, Sheffield, Stoke-on-Trent, Tamworth,
Wolverhampton, Walsall, Birmingham, Solihul, Coventry, Nuneaton,
Peterborough, Grantham.
What you get
Professional Trainer
Comfortable Premises, equipped with all the technology you need
Comprehensive Course Materials (optional)
12 Months Post Course Support
Refreshments, available throughout the day More on Why Train With Us
