Managing Service Quality and Customer Satisfaction

Customers always were the life-blood of any enterprise. The rise of Internet technologies and especially Social Media has re-shaped the entire business environment, destroying many traditional points of Strategic Differentiation and making the Customer Experience, the central point of their Strategy. The Customer Experience is the last sustainable Strategic Battleground.  To survive in this New World, companies must use skills, tools and techniques to ensure the Customer’s Experience is front and centre in their proposition.

The strategic goal for any enterprise must be to understand what the customer decides is quality and then to be able to produce and deliver that quality in a consistent, cost-effective manner.

In this EuroMaTech training course, you will:

• 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
• Develop tools and models to enable you to consistently deliver a high-quality product or service to both internal and external customers.
• Understand how to thrive in this new world of SEO, Social Media and Instant, ‘Always on’ peer-review.