Certified Customer Management Specialist

DAY 1 - Introducing Quality Management and Customer Services

• 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 organization

DAY 2 - Service Quality - Tools and Techniques

• 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

DAY 3 - Managing Customer Expectations

• 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

• Maximize the value you deliver

• Understanding different customer styles

DAY 4 - People Skills to Deliver Excellent Customer Service

• 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

DAY 5 - Making it happen

• A look at Quality Management Systems

• ISO, Balanced Scorecard, Six Sigma

• Producing a Plan of Action

• Improving Customer Satisfaction in 5 quick steps