Manage Customer Expectations

Course Code: MN39

Course Objective

  • Explain what customer service is.
  • Apply effective communication and teamwork skills
  • Differentiate between external and internal customer service
  • Practice dealing with difficult customers and handling complaints effectively
  • Explain customer’s expectations and how to exceed them
  • Identify basic creativity and innovation techniques for better customer service.
  • Understand formula for customer satisfaction 
  • Recognise variables influencing customer expectations and satisfaction 
  • Know customers decision making process to manage expectations 
  • Use complaints and compliments to develop service strategies in managing expectations 
  • Understand critical factors and influence of products on customer expectations
  •  Develop interpersonal communication and problem solving skills

 

Target Audience

  • Planning & Quality Managers
  • Customer Service Staff
  • Public Relation Managers
  • Team Memebers , Team Leaders

 

Course Outline

Day 1

  • Understanding Customer Expectations  and their needs .
  • The inner game of customer satisfaction - Qualities of service professionals 
  • Formula for customer satisfaction - Expectations of today’s customers 
  • Vital determinants for managing customer expectations

 Day 2

  • Understand customer expectations - Why, What and How
  • Communication with customer
  • Variables influencing customer expectations and satisfaction 
  • Models of customers decision making process to manage expectations 

Day 3

  • Sources for benchmarking to help manage customer expectations
  • Setting "Customer First" objectives - Analysing customer needs, wants and desires 
  • Process capability and process mapping to manage expectations
  • Interpersonal communication and problem solving skills to manage expectations 

Day 4

  • Using complaints and compliments to develop service strategies
  • Making customer focused decisions – Adding exceptional value
  • Response strategies for managing different personalities and difficult service situations 

Day 5

  • Choosing the right strategy to maximize on opportunities
  •  Problem Solving
  •  Creativity and Innovation
  • Teamwork


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Date & Location

Date : 27 March 2022

Duration : 5 days

Place : Manama

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Date : 26 June 2022

Duration : 5 days

Place : Kuala Lumpur

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Date : 27 November 2022

Duration : 5 days

Place : London

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