Date/Time: Date(s) - 13/03/2023 - 14/03/2023( 8:00 am - 5:00 pm )
Location: Malaysia, Kuala Lumpur

Introduction

Becoming customer centric is one of the most important aims of any organisation. Customer centricity refers to the orientation of a company to the needs and behaviors of its customers, rather than internal drivers such as the quest for short-term profit. Customers have high expectations and demand quality customer service from companies they choose to do business with. Providing customer service excellence gives an organisation a competitive advantage in the marketplace and is the key factor that keeps customers coming back. Successful organisations understand the importance of developing a customer centric mindset and deliberately restructure their customer service model to increase customer satisfaction and brand loyalty.
Delegates will learn effective customer centric strategies and best practices to provide world-class customer service excellence. This dynamic, 5-days training course gives customer service professionals the communication skills, technology tools, and motivation they require to build strong customer relationships and develop a customer centric organisation.

Who Should attend?

• Management new to the field of Service Quality
• Quality internal auditors
• Operations managers
• Customer Relations Department
• Authority related to regulate the service quality

Objectives

• Develop a strategy to build a more proactive, customer centric organisation
• Analyze and implement the ‘best practices’ of world-class customer centric organisations
• Utilize interpersonal skills as vital tools in the provision of customer service
• Measure and assess how well customer service standards and objectives are being achieved
• Enhanced communication, persuasion, and conflict resolution skills

Training Outlines

Service Quality and Customer Satisfaction Theory

• develop a mindset dedicated to delivering outstanding customer service to both external and internal customers
• build employee loyalty and a better working environment
• Satisfied customers are converted to loyal customers
• Excellent customer service can lead to more sales from existing customers
• customers become advocates, creating word of mouth advertising
• A customer service focused company has reduced employee turnover
• Customer service increases revenue
• Create customer value, satisfaction and loyalty
• Understanding customer perceived value (what is important for customers?)
• Interpreting customer satisfaction (what?)
• Monitoring satisfaction (how to use?)
• Defining product and service quality (what?)
• Maximizing customer lifetime value (how to measure?)
• Using customer relationship management (how?)
• Attracting and retaining customers (how?)
• Building loyalty (how?)
• Customer databases (what or how?)
• Data warehouses and data mining (for what?)

Customer Satisfaction

• Understanding the requirements of ISO 10001, ISO 10002 and ISO 10003
• Understanding customer Needs and requirements
• Explaining various factors which can be used to determine levels of customer satisfaction (and dissatisfaction), “Measures of Customer Satisfaction”
• Measuring the levels of customer satisfaction – “Measuring Customer Satisfaction”
• Defining and implementing the customer feedback (complaint) process
• Be capable of introducing systems and Customer related processes
• Contract Review and Customer Focus
• Quality Function Deployment “Voice of the Customer”
• SMART
• Customer Satisfaction Surveys

Measuring and Monitoring Customer Satisfaction

• Why is measuring customer satisfaction important?
• Why is it critical to encourage customer complaints and feedback?
• Establishing quality customer service satisfaction measuring and monitoring standards
• Using customer centric diagnostic tools to evaluate trends, perceptions, and opportunities for performance improvement
• Best practices for recording and monitoring customer service issues
• Putting in place processes to resolve customer dissatisfaction
• Practical exercise: Customer service quality control checklist
• Strategies for working with difficult and demanding customers

Leading the Way to Service Quality and Customer Service Excellence!

• The importance of attitude, teamwork, and professional development
• Developing a customer centric training program
• Setting performance goals
• Contests and employee recognition programs
• Coaching and mentoring strategies
• Methods to empower and motivate customer service employees
• What is your Action Plan?
• Training review and feedback

Service Quality and Six Sigma

• 12 Principles of Quality Customer Service
• Design for quality: The “Gaps” approach to Service Design (SERVQUAL), Quality Function Deployment/ House of quality
• Understanding and managing processes for quality – process design, control, and improvement
• Six Sigma Quality – DMAIC, design for Six Sigma
• Lean Six Sigma in Service
• Building a quality culture
• Contemporary quality practices in the service context (e.g. healthcare, retail, tourism)
• Gap Analysis

Training Methodology

• Case Studies.
• Individual and group discussions and exercises.
• Intensive training by using templates, diagrams, and charts.
• Planning activities and presentations.
• Self-assessments.
• Action plan.

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