• Provides an excellent method for building a true customer-centered service delivery
• Is a starting point for investing a complex situation by comparing Importance - Perception of service delivery
• Demands an organization to be responsive to both its customers and its employees
• Highlights actionable areas by both management and front-line service employees
• As an ongoing process, allows the customer and service provider voices to be heard regularly in a meaningful way
• Links managers, employees and customers in a mutually beneficial effort with real potential for improving customer satisfaction and organizational competitiveness

Service Quality : Customer Service

This program is for supervisors, managers or those who oversee a customer operation. The fact is Customer Service does not just happen. Delivering quality customer service requires knowledge, forethought and much effort in doing right things - first time. Managers must understand their customers and set quality service standards. This standard must be achieved by building a winning team with regular check ups. Managers must also provide for proactive problem solving.

1. Understand your customers
2. Set quality service standards
3. Build a winning team
4. Check up regularly
5. Provide proactive problem solving

This course is for those who work with customers (internal or external). It addresses the front-line employee who determines the quality level perceived by the customer. The training is intended to ensure that customer contact is satisfying. This program develops the people side of businesses and is suitable for training all employees or promoting continuous improvement.

1. Providing outstanding customer service
2. Steps to quality customer service
   1. Send a positive attitude
   2. Identify needs
   3. Provide for the needs
   4. Ensure customer loyalty

Service Quality: Customer Satisfaction

Internal customer satisfaction is becoming more difficult and more important to maintain a competitive position. Keeping internal customers satisfied is the key to ensuring effective business. The advantage belongs to those who are committed to continuous improvement by continuous learning. This program provides a road map to improve internal customer satisfaction. 

Internal Customer Satisfaction enables you to: 

1. Understand customer internal satisfaction
2. Improve internal customer satisfaction
3. Introduces the five steps to Internal Customer Satisfaction
   1. Customer Satisfaction
   2. Map the internal chain
   3. Locate and analyze critical links
   4. Resolve critical links
   5. Evaluate changes

This program introduces why customer loyalty is important to an organization. Rising standards of living has allowed even luxury goods to be available quite easily. consequently, customers want better rather than more products and services. Additionally, the cost of advertisement means that return customer are a more cost effective means of advertisement as well as increased sales.

Customers make or break a business. In many businesses, there are many upset customers. An upset customer can cause great stress and tension to employees and organizations. Knowing how to resolve the conflict quickly and professionally can make a big difference in how employees perform their jobs and how customers feel about the organization.

The telephone is an inexpensive tool that is can be a very highly productive tool. Used effectively, it can develop a quality oriented image that will attract and retain customers. It does not require much training to use and is very readily accessible to most employees. Implementing a quality improvement program for telephone responsiveness is a low-cost, high-return investment that can revitalize your company's image and improve its profitability. Increasingly, more and more customers use the telephone for enquiring, ordering or complaining. Using the telephone advantageously can be very productive to an organization while also revitalizing your image in the eyes of your customer. Yet, although the telephone is a most used tool in business, it is also the most abused tool. Management must recognize the significance of telephone responsiveness in its business strategy.

Counter service is an important aspect of many services. Usually, a customers first impression is based on the counter service. Customers expect to be treated respectfully and made to feel important. Most customers also expect an enjoyable trouble-free service. Previous experience and our good reputation do influence the customers perception. Human behavior is such that a customer who arrives with a negative mindset tends to look for more negative aspects to reinforce their negative belief. Fortunately, a customer who arrives with a positive mindset tends to overlook negative aspects and reinforce their positive belief. The misgiving however, is that management tend to "belief" that the customer is the "problem". 

Counter Service enables you to: 

1. Use positive communication
2. Use the right body language
3. Know local etiquette
4. Handle submissive or aggressive customers
5. Handle complaints
6. Use good listening techniques  

When a person is attacked physically, the attack is obvious and unmistakable. The victim is hurt and there are obvious marks or bruised to evidence the attack and we call the police. Verbal attack is not unlike physical attack although there are some differences. Verbal attack may or may not be obvious. A person who is verbally attacked is also left with emotional and psychological bruises. 

1. Know if you are under attack
2. Know how you are attacked
3. Use the right defense
4. Express your views