Managing Service Quality - the key to improving the customer experienc
Customer Service
Training
Provided by Pearlcatchers Ltd
Products have never been better. Service has never been worse. Lucky for you there are so many other disastrous customer experiences available yours won t stand out from the crowd.
But what an opportunity .
As organisations strive to get closer to their customers, the challenge of understanding, analysing and improving service quality becomes ever more important. Yet the tools to enable people to do this at the customer service interface are far less widely deployed than corresponding tools to manage product quality. Customer Care programmes cannot compensate for ineffective service outcomes, and research shows that customers loyalty cannot be bought with discount schemes or compensation.
This event introduces participants to some powerful and effective techniques to put structure and method alongside the natural enthusiasm to do a good job for the customer. It also introduces participants to the basics of Corporate Personality why do we accept certain behaviours from some organisations but not from others? What s the personality profile for your organisation or team?
This workshop can be run as an open course or in-company programme. The next open event in the UK is Tuesday 13th November at a delegate cost of 375.00 VAT
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Managing Service Quality - the key to improving the customer experienc
Outline of the Workshop
Understanding the nature of the services you provide as seen through the eyes of your customers
Analysing service quality gaps using a powerful diagnostic technique
Setting rational priorities for service improvement, and a basis for measuring success
Understanding the nature of customer satisfaction
Measuring satisfaction without annoying your customers
Integrating customer satisfaction measurement with service quality improvement
The 7 Wastes Why we don t always do things right
The 7 Symptoms Why we don t always do the right things
Why looking at single service transactions might be a bad idea
Why asking customers what they want might be a bad idea
Corporate Personality the psychology of customer relationships
Benefits of attending you will leave able to:
Apply proven systematic tools to analyse and improve Service Quality
Design and implement light touch Customer Satisfaction measurement at local level
Take ideas and Best Practice on handling Service Quality issues
Who should attend?
This workshop is applicable to anyone wanting to improve service levels, whether internal service providers or customer facing-areas; business units or entire units; public or private sector organisations
When and Where
Thursday 6th December 2007, Stafford (or Luton TBA)
Graham Hawke Pearlcatchers Ltd
Graham has over 25 years practical experience in a wide variety of business environments including sales, customer liaison, change programme management and operational support as both a manager and consultant.
He works extensively in the field of organisational capability assessment, and has designed and implemented process management programmes and customer satisfaction measurement systems both company-wide and at local level. His Master's thesis on the subject of company-customer relationships won a prestigious European Quality Management Prize, and he is an accomplished trainer, facilitator and presenter.
Understanding the nature of the services you provide as seen through the eyes of your customers
Analysing service quality gaps using a powerful diagnostic technique
Setting rational priorities for service improvement, and a basis for measuring success
Understanding the nature of customer satisfaction
Measuring satisfaction without annoying your customers
Integrating customer satisfaction measurement with service quality improvement
The 7 Wastes Why we don t always do things right
The 7 Symptoms Why we don t always do the right things
Why looking at single service transactions might be a bad idea
Why asking customers what they want might be a bad idea
Corporate Personality the psychology of customer relationships
Benefits of attending you will leave able to:
Apply proven systematic tools to analyse and improve Service Quality
Design and implement light touch Customer Satisfaction measurement at local level
Take ideas and Best Practice on handling Service Quality issues
Who should attend?
This workshop is applicable to anyone wanting to improve service levels, whether internal service providers or customer facing-areas; business units or entire units; public or private sector organisations
When and Where
Thursday 6th December 2007, Stafford (or Luton TBA)
Graham Hawke Pearlcatchers Ltd
Graham has over 25 years practical experience in a wide variety of business environments including sales, customer liaison, change programme management and operational support as both a manager and consultant.
He works extensively in the field of organisational capability assessment, and has designed and implemented process management programmes and customer satisfaction measurement systems both company-wide and at local level. His Master's thesis on the subject of company-customer relationships won a prestigious European Quality Management Prize, and he is an accomplished trainer, facilitator and presenter.
About The Training Provider: Pearlcatchers Ltd
Pearlcatchers Ltd - Pearlcatchers specialise in experiential learning - learning by doing - so all our workshops are very interactive and practical. We use a range of techniques including drama, singing, art, business simulations, learning sets, coaching, discussions and games. We cover a wide range of personal, management and organisational development topics, such as: managing change, leadership, managing...
