In this increasingly competitive world, customers are in a position to demand forever increasing levels of service and quality. Rather than simply react to their demands, successful companies are proactive in the way they manage quality and continuously seek to improve levels of customer satisfaction.
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 expections
All business professionals in customer facing positions or with specific responsibilities for Service Quality and Customer Satisfaction
Personnel new to the role, as well as more experienced officers seeking to examine and enhance their service quality and customer satisfaction skills
Describe how to use Quality Management tools and methods
Build strong customer relationships
Help influence and set customer expectations
Measure their own degree of customer focus and be able to apply a variety of methods to get closer to the customer
Implement improved people skills to enhance customer service
Improve service to internal customers as well as external customers
Use skills to build effective relationships
The programme will be highly participative and will include a wide range of methods including presentations, discussions, videos, case studies and exercises. Where appropriate, these will include real issues brought to the programme by delegates.
After completing the programme, delegates will be equipped with the tools, models, skills and confidence to improve and enhance current practices, develop new processes and monitor their success.
This programme will help delegates become customer service champions and equip them with the appropriate confidence, skills and tools to turn any department into a world class service provider and the envy of all other internal customers.
Introduction to Quality Management
The history of Quality in business
Basic Quality concepts
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 customer needs and expectations
Commitment starts at the top of the organisation
Five steps to Effective Quality Management
Beginning with measurement
Then we need methods of Control
Continuous Improvement
Service Quality Tools and Techniques
Questionnaires
Pareto Analysis
Nominal Group Technique
Cause and Effect Analysis
Solution Effect Analysis
Selection Grid
Exceeding customer expectations every time
Determining how to exceed expectations
It’s the little things that matter – increased satisfaction at minimal cost
Asking for feedback on performance
Ongoing evaluation of effectiveness to ensure satisfaction
Maximise the value you deliver
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 Behaviours
Understanding where Anger comes from
Developing Emotional Intelligence
A look at Quality Management Systems
ISO, Balanced Scorecard, Six Sigma
Producing a Plan of Action
Improving customer Satisfaction in 5 quick steps
Course Title | Duration | Class Room/ Online | Fees |
---|---|---|---|
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2024-06-17 2024-06-21 |
Class Room
Marbella-(Spain)
|
5450 € |
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2024-06-17 2024-06-21 |
Class Room
Dublin-(Ireland)
|
5450 € |
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2024-06-24 2024-06-28 |
Class Room
Jakarta-(Indonesia)
|
3950 € |
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2024-06-30 2024-07-04 |
Class Room
Beirut-(Lebanon)
|
2550 € |
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2024-07-07 2024-07-11 |
Class Room
Muscat-(Oman)
|
3450 € |
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2024-07-15 2024-07-19 |
Class Room
Copenhagen-(Denmark)
|
5450 € |
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2024-07-22 2024-07-26 |
Class Room
Yerevan-(Armenia)
|
4950 € |
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2024-08-05 2024-08-09 |
Class Room
Beijing-(China)
|
5450 € |
Course Title | Duration | Class Room/ Online | Fees |
---|---|---|---|
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2024-08-12 2024-08-16 |
Class Room
Frankfurt-(Germany)
|
5450 € |
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2024-08-12 2024-08-16 |
Class Room
Rome-(Italy)
|
5450 € |
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2024-09-09 2024-09-13 |
Class Room
Brussels-(Belgium)
|
5450 € |
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2024-09-09 2024-09-13 |
Class Room
Singapore-(Singapore)
|
5950 € |
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2024-09-15 2024-09-19 |
Class Room
Marrakesh-(Morocco)
|
3450 € |
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2024-09-15 2024-09-19 |
Class Room
Kuwait-(Kuwait)
|
3450 € |
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2024-09-16 2024-09-20 |
Class Room
DUBAI-(UAE)
|
2950 € |
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2024-09-22 2024-09-26 |
Class Room
Sharm-ElShaikh-(Egypt)
|
2950 € |
Course Title | Duration | Class Room/ Online | Fees |
---|---|---|---|
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2024-09-29 2024-10-03 |
Class Room
Casablanca-(Morocco)
|
3450 € |
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2024-09-30 2024-10-04 |
Class Room
Tunisia
|
3450 € |
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2024-10-06 2024-10-10 |
Class Room
Doha-(Qatar)
|
3450 € |
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2024-10-06 2024-10-10 |
Class Room
Cairo-(Egypt)
|
2550 € |
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2024-10-07 2024-10-11 |
Class Room
Baku-(Azerbaijan)
|
4950 € |
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2024-10-14 2024-10-18 |
Class Room
Auckland-(New-Zealand)
|
5450 € |
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2024-10-21 2024-10-25 |
Class Room
Bucharest-(Romania)
|
4950 € |
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2024-10-21 2024-10-25 |
Class Room
Hamburg-(Germany)
|
5450 € |
Course Title | Duration | Class Room/ Online | Fees |
---|---|---|---|
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2024-10-28 2024-11-01 |
Class Room
Zagreb-(Croatia)
|
4950 € |
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2024-10-28 2024-11-01 |
Class Room
Istanbul-(Turkey)
|
2950 € |
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2024-10-28 2024-11-01 |
Class Room
Munich-(Germany)
|
5450 € |
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2024-11-04 2024-11-08 |
Class Room
Malaga-(Spain)
|
5450 € |
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2024-11-11 2024-11-15 |
Class Room
Singapore-(Singapore)
|
5950 € |
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2024-11-18 2024-11-22 |
Class Room
Berlin-(Germany)
|
5450 € |
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2024-11-18 2024-11-22 |
Class Room
Vienna-(Austria)
|
5450 € |
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2024-11-24 2024-11-28 |
Class Room
Amman-(Jordan)
|
2950 € |
Course Title | Duration | Class Room/ Online | Fees |
---|---|---|---|
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2024-11-25 2024-11-29 |
Class Room
London-(UK)
|
5450 € |
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2024-12-09 2024-12-13 |
Class Room
Tbilisi-(Georgia)
|
4950 € |
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2024-12-16 2024-12-20 |
Class Room
Washington-(US)
|
6950 € |
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2024-12-16 2024-12-20 |
Class Room
Stockholm-(Sweden)
|
5450 € |
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2024-12-16 2024-12-20 |
Class Room
Geneva-(Switzerland)
|
5450 € |
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2024-12-23 2024-12-27 |
Class Room
Paris-(France)
|
5450 € |
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2025-01-06 2025-01-10 |
Class Room
Bangkok-(Thailand)
|
4950 € |
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2025-01-12 2025-01-16 |
Class Room
Manama-(Bahrain)
|
2950 € |
Course Title | Duration | Class Room/ Online | Fees |
---|---|---|---|
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2025-01-27 2025-01-31 |
Class Room
Cyprus-(Larnaka)
|
5450 € |
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2025-02-03 2025-02-07 |
Class Room
Athens-(Greece)
|
5450 € |
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2025-02-09 2025-02-13 |
Class Room
Hurghada-(Egypt)
|
2950 € |
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist) | 2025-02-17 2025-02-21 |
Class Room
Prague-(Czech-Republic)
|
5450 € |
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Managing Service Quality and Customer Satisfaction (Professional Customer Management Specialist)
Scandinavian Academy for Training and Development AB
Training services provider in the Kingdom of Sweden
Registration number : 7431 - 559173