Managing Service Quality and Customer Satisfaction
Sales & Marketing · 5 Days · Public · Al-Khobraa certified · From USD 3,900
Overview
In this increasingly competitive world, customers are in a position to demand ever-increasing levels of service and quality. Rather than simply react to their demands, successful companies are proactive in the way they manage quality and continuously seek to improve levels of customer satisfaction.
Learning Objectives
Describe how to use Quality Management tools and methods
Build strong customer relationships
Help influence and set customer expectations
Measure their own 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
Improve service to internal customers as well as external customers
Use skills to build effective relationships
Acquire a six-step process which you can use to plan your negotiations so that you can be sure that you have all the bases covered
Develop and refine the 5 key skills crucial for expert negotiations: creating rapport, sensory acuity, yes sets, needs definition & sending positive messages
Gain a structure within which you can effectively apply your new-found skills
Understand how you can build on your own strengths and overcome your weaknesses in a negotiating situation
Acquire a blueprint which you can apply for each negotiation you attend
Know how to avoid common pitfalls and effectively handle "dirty tricks"
Learn about Customer Service and Quality Management Tools
Learn how to improve Customer Satisfaction
Improve your people skills
Learn how to proactively manage and control expectations
Who Should Attend
This course is designed for professionals working in sales and marketing, as well as those whose responsibilities require a stronger practical grasp of the subject and its application within their organisation.
Professionals in Customer Experience
Sales, marketing and business development staff
Account and commercial managers
Course Outline
Day 1 — Introducing Quality Management and Customer Services
Introduction to Quality Management
The history of Quality in business
Basic Quality concepts
What is it that Customers want
Day 2 — Service Quality - Tools and Techniques
Five steps to Effective Quality Management
Beginning with measurement
Then we need methods of Control
Continuous Improvement
Day 3 — Managing Customer Expectations
Exceeding customer expectations every time
Determining how to exceed expectations
It’s the little things that matter - increased satisfaction at minimal cost
Asking for feedback on performance
Day 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
Day 5 — Breaking Deadlocks
overcoming obstacles to agreement
'chunk up' and 'chunk down' strategy
the power of metaphor
applying the "negative consequences" technique
Accreditation
Al-Khobraa certified. On completion delegates receive an Al-Khobraa certificate of achievement.
What do Al-Khobraa sales and marketing courses cover?
The portfolio covers digital marketing, search engine optimisation (SEO) and social media, brand and product management, marketing strategy and research, B2B and key account selling, sales management, and commercial negotiation — with practical exercises on delegates’ own markets.
Who should attend a sales and marketing course?
These courses suit sales representatives and account managers, sales and commercial managers, marketing officers and brand managers, digital and social media specialists, business development staff, and technical professionals moving into customer-facing roles.
How long are sales and marketing courses, and where are they held?
Most Al-Khobraa sales and marketing courses run over 5 days. The exact duration, dates and city for this course are listed in the dates section on this page. Public sessions run across Saudi Arabia — Riyadh, Jeddah, Al-Khobar, Jubail and Yanbu — as well as regional and international venues, with live virtual classrooms available on request.
What certificate will I receive?
Delegates who complete the course receive an Al-Khobraa certificate of completion, issued by a Saudi-registered training provider. Al-Khobraa also delivers internationally accredited programmes; where a course carries an external awarding body such as PMI, CIPS, ILM or IOSH, that body is named on the course's own page.
Can sales and marketing training be delivered in-house for our team?
Yes. Any Al-Khobraa sales and marketing course can be delivered in-house at your own premises anywhere in Saudi Arabia or the GCC, with the content, dates and language of delivery tailored to your team. Al-Khobraa is an approved HRDF (Hadaf) provider, so eligible Saudi employers can seek training support. Contact us for a quotation.