Quality & Customer Service Course

The broad aim of this course is to introduce participants to key knowledge, attitudes and skills pertaining to Service Excellence and Quality in the work environment.The course covers the following Customer Service principles:

Customer Driven Organization:

• Understand the vital importance of the customer to any organization

• See the value in having excellent service for both internal and external   customers

• Identify the factors that can prevent an organization from maximizing customer value

• Understand how to critically look at the customer service levels and to establish if the organization is truly customer driven.

• Identify different customer types and interact appropriately with them

A Customer Driven Organiztion Is One That:

• Listens to its customers

• Integrates customers into its business and vice versa

• Provides customer focused solutions

• Has a culture which positively embraces the customer

Loyalty Of Customers:

• Customers will stay where they feel they are being valued

• Customers will receive what they require

• Customers will trust the organization

• Business will be protected from the competitors

Focus On Value Add:

• The organization will focus its resources on the activities which add value for the customer

• Customer driven operations focus on what the customer wants

• Core competencies can be identified and developed so as to deliver what the customer values

The Importance Of Quality Management To Organizations:

• Understand the importance of quality management

• Identify the key components of a quality management system

• Describe the factors that cause quality management systems to fail

• Understand the different ways that you as an employee can affect quality

• Use the material presented to develop a quality-centred approach to your role

• Identify the role of the quality management system and the interdependencies within your organization required to make it function