Importance of Delivering Quality Customer Service

The following article discusses the Importance of Delivering Quality Customer Service in an organization.

Delivering Quality

• Benchmarking in Quality Management
• Quality from a customer perspective
• The types of benchmarking in relation to quality
• Typical steps in a benchmarking process
• Defining the key factors to be benchmarked
• Defining quality and the standards of service
• The components of service quality
• How to set standards
• Involving others in the process
• Excellence in customer service is an important factor and prerequisite for organizational performance
• The core of customer service is “Ethics”, and the art of it is dealing with others
• The difference between “client” and “customer”
• A profile of different customers personalities
• Client’s expectation from your product or service?
• Benefits of excellence in customer service
• Looking to customers’ complaints as “Customers’ gifts to you”, and as valuable chances for improvement and development
• Managing your customers’ complaints (Customers’ gifts)
• Levels of customers’ satisfaction towards your service or product
• (Bad, fair, good, very good & excellent)
• Is it true that creative ideas and best practices of customer service suit others and may not suit us?!
• The fault of anger (By customer or by you), and how to deal with angry customer and difficult personalities?
• Dress to impress and look like a star… How can service provider dress to leave positive impression?
• Leave the right “First impression” about you and your product, service and organization.

Delivering Results

• Accountability development skills:
• Delegating;
• Coaching;
• Dealing with poor performance;
• Motivating and empowering
• The performance management process:
• Delivering a motivational performance reviews;
• Objective setting for results and measuring performance
• Creating high performing teams:
• The importance of teamwork;
• Why it can fail;
• Stages of team development,
• Team working skills assessment to analyses your team’s performance;
• Working with teams
• How to motivate staff to embrace initiatives and take responsibility for their actions
• How to encourage staff to be critical over their own work ethic

Tafkeer Professional Development offers Customer Services Training in Dubai with following key takeaways and learning objectives.

Key Takeaways

• Realize the importance of customer service in a competitive environment
• Understand the best techniques of managing customer’s expectations.
• Satisfying customers and exceeding their expectations
• Dealing with customers’ feedback, and responding appropriately to solve their problems
• Build a service culture in your Organization

Learning Outcomes

By the end of the workshop you should be able to:

• Recognize the importance of internal and external customers and respond effectively to their priorities
• Improve the operational effectiveness of the Service Function
• Measure the quality and effectiveness of the service offered internally and externally
• Define customer satisfaction processes and activities and measure their effectiveness