Quality Management of Public Services

Course Code: MN23

Course Objective

  • Establish the importance of setting and reviewing customer service standards
  • Develop an understanding of internal and external customer expectations
  • Communicate more effectively by utilizing active listening and questioning skills
  • Demonstrate how to deal with difficult or demanding customers in a professional manner
  • Set SMART objectives and goals to become more productive
  • Utilize stress management techniques to increase job satisfaction

 

Target Audience

This course will mainly benefit to purchasing managers, senior buyers, project managers, civil engineers, construction managers, contractors, sub-contractors, site engineers, senior management, and government agencies, architects, construction professionals, and anyone responsible for purchasing at a senior level who seeks to enhance their skills further.

 

Course Outline

DAY 1: The Building Blocks of a Customer Centric Organisation

  • Course overview and learning objectives
  • Define Customer Service Excellence
  • What do you want your customer to experience?
  • Practical exercise: Identify specific ways to use ‘customer service’ to enhance customer loyalty and build employee morale
  • Five key steps for implementing a Customer Centric Service Model
  • Serving your internal customers
  • First impressions are important – What do your customers see and hear?
  • Understanding your customer’s nonverbal communication

DAY 2: Developing a Top-Down Customer-centric Culture  

  • What do customers really want from your organisation and why?
  • Does the ‘customer experience’ align with your organisation’s business goals and vision/mission statement?
  • What do your competitors do better or differently than you do?
  • Practical exercise: What are the most admired leadership traits?
  • Shaping customer expectations – perception versus reality
  • Case study: Examples of companies that provide world-class customer service
  • Little things make a big difference – ‘going the extra mile’
  • The four customer personality types

DAY 3: Responding to the Voice of the Customer

  • Case study: Best and worst rated companies for customer service
  • Listen, act, and deliver on customer needs
  • Re-evaluate and realign the customer experience in line with demand
  • Creating favorable customer service ‘touch points’ within your company
  • Practical exercise: List the ways that your organisation creates positive ‘touch points’ to enhance the ‘customer experience’
  • Leading and motivating others to deliver superior service levels
  • The Customer Loyalty Chain
  • Developing the processes that nurture customer brand loyalty

DAY 4: 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

DAY 5: Leading the Way to 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?
  • Course review and feedback


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Date & Location

Date : 19 May 2019

Duration : 5 days

Place : London

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Date : 14 July 2019

Duration : 5 days

Place : Kuala Lumpur

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Date : 03 November 2019

Duration : 5 days

Place : Manila

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