Service Quality Competency and Customer Satisfaction

Course Overview

One of the main reasons businesses succeed or fail is the quality of service they provide to their customers. Having Service Quality standards means satisfying the needs and requirements of clients and keeping them coming back. This results in continued success in the form of efficiency of marketing, increase in sales, established market share, motivated employees and solid revenue growth.

The objective for any organization shall be to know the level of service the clients want and to be able to satisfy these wants. Proficiency in service quality makes customers of a company or non-commercial entity truly happy and loyal. This Atton Institute course examines the core elements of client satisfaction and how to identify and prioritize customer needs. It explores the importance of setting and meeting consumer expectations to safeguard an entity’s image, performance and sales.

The course covers specific topics that expand participants’ knowledge and competency on mechanisms of Customer Satisfaction and Service Quality, and reveals how to:

• Utilize the concept of meeting and exceeding clients’ expectations
• Develop insights on Consumer Satisfaction via customer scorecards
• Understand the key facts of delivering Client Satisfaction
• Build outstanding Client-centric culture to achieve great results
• Apply professional methods to monitor clients’ satisfaction

Course content

Day 1

• Recognizing the needs and expectations of internal and external Customers
• Concept of meeting and exceeding Expectations to achieve best Service Quality
• Changing environment of Consumer Expectations and Wants and future outlook
• Service Quality challenges and their influence on your Company and your Workplace
• Company performance and its direct relation with Service Quality
• Introduction of Service Quality Management on all Company Levels

Day 2

• Service Quality tools & techniques: a practical approach to Excellent Service Quality
• Six Sigma Management Guide as a proven strategy to Improve Performance
• Customer Satisfaction as a great tool to increase Product or Service Value
• Importance of Consumer Satisfaction and monitoring and developing its Insights
• Competency to hear and respond to the Voices of your Customers & Case Studies
• Creating effective Client Service ‘touch points’ within your Company

Day 3

• Team skills and emotional intelligence to deliver outstanding Consumer Satisfaction
• Dealing efficiently with difficult customers and gaining maximum advantages from it
• Client Satisfaction Leadership Management within Client-Focused companies
• Competency of measurement and monitoring Customer Satisfaction levels
• Client Satisfaction and Retention and its role in the Company’s overall Success
• Developing a practical implementation Plan using the Latest Tools and Techniques

What will you gain

The course delivers highly valuable knowledge and skills on various aspects of client satisfaction, and upon its completion you will be able to:

• Recognize the relationship between service quality and customer satisfaction
• Develop an understanding of internal and external customer expectations
• Get great career prospects via the evolution of your professional competencies
• Understand the importance of Customer Satisfaction for your organization
• Build strong client relationships that increase your organization’s standing
• Implement an efficient Client Satisfaction management structure and system
• Learn buyer satisfaction measurement tools and techniques
• Understand the modern ways and means to improve customer satisfaction
• Set high customer service standards that increase profits and ROI
• Build an excellent Client-centric culture to achieve great personal growth
• Improve customer satisfaction and service quality with a detailed plan

Why Choose Atton Courses?

We use the best and latest educational praxis. All of our courses and trainings are designed using our unique Atton LPI Learning Methodology© which guarantees the delivery of extensive knowledge over a short time period with an easy-to-understand approach. All course materials are absolutely unique and are the combination of fundamental and systematic knowledge, practical studies and real-life implementation elements.

We deliver in our 2- and 3-day trainings knowledge and skills which are commonly delivered over a much longer period of time – thus truly saving our participants time and money.

Course Advantages

Professional, up-to-date expertise is one of the most powerful elements of success in the modern business and career environment.

Our Courses and Trainings are highly useful for business owners, management and employees at all levels and provide, in a highly effective way, current and solid professional development qualifications and skills combined with practical real-life essentials.