Service Quality and Customer Satisfaction Course|OraDMT

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Online Tutorial Online Live Teacher Physical Classroom For In-company, In-campus, Group, Workshop Training

What you'll learn

Use comprehensive statistical measurement methods to sample and analyze customer satisfaction
Establish the importance of setting and reviewing customer service excellence standards
Communicate more effectively by utilizing active listening and questioning skills
Demonstrate how to deal with demanding or aggressive customers in a professional manner
List goal setting techniques and time management tips to increase productivity

Course Curriculum

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32 Lectures

00:00

Factors that Build Customer Satisfaction and Loyalty 8 Lectures

Course overview and learning objectives

Why is measuring customer satisfaction important?

Breakout session: How to Use Customer Service to Increase Sales

Using the brainstorming technique to improve customer satisfaction

Breakout session: Brainstorming Ideas to Enhance the Customer Experience

Customer service lessons from Taxi Terry

Going the Extra Mile to deliver customer service excellence

The importance of teamwork and cooperation

The Voice of the Customer: Measuring and Monitoring Customer Satisfaction 8 Lectures

Techniques for Handling Complaints and Working with Aggressive Customers 5 Lectures

Exceptional Customer Service: Taking Your Organization from Good to Great! 4 Lectures

Leading the Way to Superior Customer Service Satisfaction 7 Lectures

Description

The Service Quality and Customer Satisfaction training course gives participants the best practices, communication skills, conflict resolution strategies, and customer satisfaction assessment tools they require to build a customer-centric organization. Participants will discover how to use a variety of statistical methods to collect and measure key indicators to identify service quality gaps to improve customer service satisfaction.

Instructors

(5.00)

101 Courses

14 Students

1 Reviews

OraDMT

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We set the Digital Marketing Standards in Kenya. OraDMT has been offering Digital Marketing since 2015 and we have trained and certified more digital marketers than any other digital marketing institution in Kenya. This year 2020 we are introducing 2 new programmes; Design Thinking and Entrepreneurship.

Service Quality and Customer Satisfaction Course

What's Included