Delivering Quality and Results

Delivering Quality


In this program; trainees go for an interesting journey where they learn the keys of delivery quality through customer service excellence; by learning the most important knowledge and best practices of this profession.

Key Takeaways

  • Realize the importance of customer service in a very competitive environment
  • Understand the best techniques of managing customer’s expectations.
  • Satisfying customers and exceeding their expectations
  • Dealing with customers’ feedback, and responding appropriately to solve their problems
  • Build a service culture in your Organization

Learning Outcomes

  • Recognize the importance of internal and external customers and respond effectively to their priorities
  • Improve the operational effectiveness of the Service Function
  • Measure the quality and effectiveness of the service offered internally and externally
  • Define customer satisfaction processes and activities and measure their effectiveness

Course Outline

Benchmarking in Quality Management

  • Quality from a customer perspective
  • The types of benchmarking in relation to quality
  • Typical steps in a benchmarking process
  • Defining the key factors to be benchmarked

Defining quality and the standards of service

  • The components of service quality
  • How to set standards
  • Involving others in the process
  • Excellence in customer service is an important factor and prerequisite for organizational performance
  • The core of customer service is “Ethics”, and the art of it is dealing with others
  • The difference between “client” and “customer”
  • A profile of different customers personalities
  • Client’s expectation from your product or service?
  • Benefits of excellence in customer service
  • Looking to customers’ complaints as “Customers’ gifts to you”, and as valuable chances for improvement and development
  • Managing your customers’ complaints (Customers’ gifts)
  • Levels of customers’ satisfaction towards your service or product

(Bad, fair, good, very good & excellent)

  • Is it true that creative ideas and best practices of customer service suit others and may not suit us?!
  • The fault of anger (By customer or by you), and how to deal with angry customer and difficult personalities?
  • Dress to impress and look like a star… How can service provider dress to leave positive impression?
  • Leave the right “First impression” about you and your product, service and organization.

Delivering Results

  • Accountability development skills:
    • Delegating;
    • Coaching;
    • Dealing with poor performance;
    • Motivating and empowering
  • The performance management process:
    • Delivering a motivational performance reviews;
    • Objective setting for results and measuring performance
  • Creating high performing teams:
    • The importance of teamwork;
    • Why it can fail;
    • Stages of team development,
    • Team working skills assessment to analyses your team’s performance;
    • Working with teams
  • How to motivate staff to embrace initiatives and take responsibility for their actions
  • How to encourage staff to be critical over their own work ethic
  • Bringing it all together – ROI action plan