The Best Professional Conferences, Workshops and Seminars


Managing Service Quality and Customer Satisfaction Seminar

Introduction

In this increasingly competitive world, customers are positioned to demand ever-increasing levels of service and quality. Rather than react to their demands, successful companies are proactive in managing quality and continuously seek to improve levels of customer satisfaction. Understanding and implementing customer service quality management is essential for anyone looking to excel.

Join us for an enlightening seminar on quality service management and customer satisfaction. This comprehensive event delves into the vital aspects of service excellence and customer-centric strategies. Discover innovative approaches to enhancing service quality, fostering customer loyalty, and driving business growth.

Our expert speakers will share invaluable insights, best practices, and actionable tips to empower you to deliver unparalleled service experiences. Take advantage of this opportunity to elevate your service standards and exceed customer expectations. Embark on a journey towards sustainable success in service management and customer satisfaction.

Targeted Groups

  • All Business Professionals in Customer Service Positions are responsible for service quality and customer satisfaction.
  • Personnel and officers seek to examine and enhance their service quality and customer satisfaction skills through training and workshops.

Conference Objectives

At the end of this customer service training seminar, participants will be able to:

  • Describe how to use Quality Management tools and methods.
  • Build strong customer relationships.
  • Help influence and set customer expectations.
  • Measure their degree of customer focus and be able to apply a variety of methods to get closer to the customer.
  • Implement improved people skills to enhance customer service.
  • Learn how to improve Customer Satisfaction.
  • Improve service to internal customers as well as external customers.
  • Learn how to manage and control expectations proactively.
  • Use skills to build effective relationships.

Targeted Competencies

By the end of this customer service training seminar, target competencies will be able to:

  • Customer orientation.
  • Conceptual thinking.
  • Balanced decision-making.
  • Quality Orientation.
  • Understanding of prospects' motivation.
  • Persuade others.

Quality Management in Customer Service: Enhancing Your Strategy

Under the customer service quality management umbrella, developing a detailed strategy that aligns with customer expectations and business goals is paramount. This customer service workshop delves into how quality management systems and practices can be tailored to meet customer service's dynamic needs.

Conference Content

Unit 1: An Introduction to 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 that can be managed.
  • Setting Customer Expectations.
  • Changing Internal Perceptions.
  • Getting Closer to Customers.
  • Understand customer needs and expectations.
  • Commitment starts at the top of the organization.

Unit 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.

Unit 3: Managing Customer Expectations

  • Exceed customer expectations every time.
  • Learn about determining how to exceed expectations.
  • It's the little things that matter - increased satisfaction at minimal cost.
  • Ask for feedback on performance.
  • Know how to evaluate effectiveness to ensure satisfaction.
  • Maximize the value you deliver.
  • Understand different customer styles.

Unit 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.

Unit 5: Service Quality

  • A Look at Quality Management Systems.
  • ISO, Balanced Scorecard, Six Sigma.
  • Producing a Plan of Action.
  • Improving Customer Satisfaction in 5 Quick Steps.

Rome (Italy)
22 - 26 Jul 2024
4900 Euro
Vienna (Austria)
29 Jul - 02 Aug 2024
4900 Euro
Lisbon (Portugal)
12 - 16 Aug 2024
4900 Euro
Boston (USA)
12 - 16 Aug 2024
5500 Euro
Amman (Jordan)
01 - 05 Sep 2024
2900 Euro
Barcelona (Spain)
02 - 06 Sep 2024
4900 Euro
Kuala Lumpur (Malaysia)
08 - 12 Sep 2024
3900 Euro
Manama (Bahrain)
15 - 19 Sep 2024
3900 Euro
Dubai (UAE)
22 - 26 Sep 2024
3900 Euro
Cairo (Egypt)
03 - 07 Nov 2024
3000 Euro
Istanbul (Turkey)
03 - 07 Nov 2024
4200 Euro
Sharm El-Sheikh (Egypt)
17 - 21 Nov 2024
3500 Euro
Vienna (Austria)
18 - 22 Nov 2024
4900 Euro
Casablanca (Morocco)
25 - 29 Nov 2024
3000 Euro
Online
01 - 05 Dec 2024
1500 Euro
Madrid (Spain)
09 - 13 Dec 2024
4900 Euro
London (UK)
09 - 13 Dec 2024
5200 Euro
Amsterdam (Netherlands)
16 - 20 Dec 2024
4900 Euro
Cairo (Egypt)
29 Dec 2024 - 02 Jan 2025
3000 Euro
Munich (Germany)
06 - 10 Jan 2025
4900 Euro
Brussels (Belgium)
13 - 17 Jan 2025
4500 Euro
Manama (Bahrain)
09 - 13 Feb 2025
3900 Euro
Amman (Jordan)
16 - 20 Feb 2025
2900 Euro
London (UK)
24 - 28 Feb 2025
5200 Euro
Milan (Italy)
03 - 07 Mar 2025
4900 Euro
Rome (Italy)
17 - 20 Mar 2025
4900 Euro
Online
23 - 20 Mar 2025
1500 Euro
Kuala Lumpur (Malaysia)
30 Mar - 20 Apr 2025
3900 Euro
Istanbul (Turkey)
06 - 20 Apr 2025
4200 Euro
Dubai (UAE)
06 - 20 Apr 2025
3900 Euro
Barcelona (Spain)
21 - 20 Apr 2025
4900 Euro
Geneva (Switzerland)
05 - 20 May 2025
5500 Euro
Paris (France)
12 - 20 May 2025
4900 Euro
Barcelona (Spain)
19 - 20 May 2025
4900 Euro
Cairo (Egypt)
25 - 20 May 2025
3000 Euro
London (UK)
26 - 20 May 2025
5200 Euro
Madrid (Spain)
09 - 13 Jun 2025
4900 Euro
Istanbul (Turkey)
15 - 19 Jun 2025
4200 Euro
Sharm El-Sheikh (Egypt)
22 - 26 Jun 2025
3500 Euro
Dubai (UAE)
22 - 26 Jun 2025
3900 Euro

The Best Professional Conferences, Workshops and Seminars
Managing Service Quality and Customer Satisfaction Seminar (C)

 

Mercury dynamic schedule is constantly reviewed and updated to ensure that every category is being addressed at least once a month, if not once every week. Please check the training courses listed below and if you do not find the subject you are interested in, email us or give us a call and we will do our best to assist.