Achieving Service Quality and Excellence: Beyond Customer Service

Objective:
• Develop a comprehensive understanding of service quality and excellence.
• Learn strategies to exceed customer expectations and enhance customer satisfaction.
• Equip participants with tools and techniques to deliver exceptional service consistently.
• Foster a customer-centric culture that drives organizational success.
Course Content:
Understanding Service Quality and Excellence
• Key concepts and principles of service quality
• Importance of service excellence in business success
Customer Expectations and Needs
• Identifying customer expectations and needs
• Strategies for meeting and exceeding customer expectations
Service Delivery Strategies
• Effective communication skills in service delivery
• Handling difficult situations and managing customer complaints
Building Customer Relationships
• Developing rapport and trust with customers
• Techniques for building long-term customer loyalty
Measuring and Monitoring Service Quality
• Methods for measuring customer satisfaction
• Continuous improvement in service quality
Creating a Customer-Centric Culture
• Role of leadership in promoting service excellence
• Empowering employees to deliver outstanding service
Innovation in Service
• Implementing innovative service solutions
• Using technology to enhance the customer experience
Service Recovery and Resilience
• Strategies for service recovery and rebuilding customer trust
• Developing resilience in service teams
Teamwork and Collaboration
• Importance of teamwork in service delivery
• Collaborative approaches to problem-solving

FOR WHOM:
Marketing & Sales Personnel

Methodology
The training methodology integrates lectures, interactive discussions, collaborative group exercises, and illustrative examples. Participants will acquire a blend of theoretical insights and hands-on practical experience, emphasizing the application of learned techniques. This approach ensures that attendees return to their professional environments equipped with both the competence and self-assurance to effectively implement the acquired skills in their responsibilities.

DATE:

1ST BATCH:        4th – 7th Feb,                    2025      

2ND BATCH:       27th – 30th May,              2025

3RD BATCH:       16th – 19th Sept               2025