Total Customer Satisfaction
The importance of improving customer satisfaction is crucial across all levels of the organisation. This workshop aims to help participants identify their roles in providing customer service and learn behaviours crucial for maintaining and increasing a loyal customer base.

Key Benefits
• Learn what constitutes customer satisfaction
• Understand the service chain and the service personnel's place in it
• Understand and manage customer expectations and perceptions
• Understand how teamwork can help promote customer satisfaction

Course Content
• Why Customer Satisfaction?
  - "Product" versus "Service
  - How Companies Lose Market Share through Customer Dissatisfaction
• Whose Job Is It?
   - The Service Chain - Every worker serves the customer
   - Developing a "Line-of-Sight" from Your Job to the Customer
• "Moments of Truth"
  - Understanding "Moments of Truth"
  - Positive and Negative "Moments of Truth"
  - How do companies create "Moments of Truth"?
  - "Customer Expectations" versus "Perceptions"
• What do customers want?
  - What customers do not want to hear
  - What customers want
• Working on a Winning Team
  - Conflicting Goals: What to do about them?
• What will you do?

  - An Action Plan
 

Learning Methodology
Interactive methodologies such as role-plays and case studies will be used to provide participants with many opportunities to demonstrate their knowledge, learning and skills.

Who Should Attend
Managers, Supervisors, Customer Relations Personnel, Frontline Personnel and anyone who is directly or indirectly responsible for the delivery of quality customer service.

Course Details
Duration: 1 day (7 hrs)
Time: 9am - 5pm

(Available as a customised in-company programme only.)