Managing Quality Customer Service

Training Provided by Learn Skills Organisational focus on customer service took a leap during the 80s and 90s due in part to the Quality initiative taking place during these decades. For an organization to succeed, intensely managing service quality is absolutely essential. It is only through customer alignment that the organization is on track toward a single, shared vision of customer focus and customer value; a vision that energizes people and the organization to accomplish extraordinary things. This course provides an in depth introduction to Quality Customer Service, the QCS Process and training in Quality Customer Service Skills.

Managing Quality Customer Service Introduction to Quality Customer Service
20 minutes of learning covering the following topics:
Introduction to Quality Customer Service
What is Quality Customer Service?
Change your Paradigm
Customer Expectations
Basic
Expected
Desired
Unanticipated

The QCS Process
40 minutes of learning covering the following topics:
Identify Your Customers
Identify Customer Needs
Deliver Quality Customer Service
Strategy
People
Systems
Monitor and Improve Results

Quality Customer Service Skills
35 minutes of learning covering the following topics:
Select the Right People
Build Trust and Rapport with Customers
Overcome Resistance
Communication Skills
Mutual Respect
Objectivity
Empathy
Flexibility
Comparison
Mind-Reading
Filtering
Judging
Debating
Placating

About The Training Provider: Learn Skills

More Management Training Training from Learn Skills

• Accounting Basics
• Change Management
• Continuous Improvement to Systems and Processes
• Effective Project Management
• Effective Workplace Relationships
• Leadership and Motivation
• Managing Teams
• Managing to Achieve Planned Outcomes
• Negotiation Skills