Quality Service delivery and Customer Satisfaction in the Public Sector

Course Overview:

Customers are in a position to demand ever-increasing levels of service and quality. The public sector has responsibility and accountability for delivering efficient and effective services to communities and societies as a customer. Though public service institutions, now days, have an ever-increasing demand to deliver the best services and improve efficiency relatively compared to previous times, demands are changing in their quality requirements in the government and private sector.

Course Objectives:

At the end of this course, the participants will be able to:

Describe how to use Quality Management tools and methods
Build strong customer relationships
Help influence and set customer expectations
Measure their 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
Learn how to improve Customer Satisfaction
Improve service to internal customers as well as external customers
Learn how to proactively manage and control expectations
Use skills to build effective relationships

Course Coverage:

Topic 1: An Introduction to Quality Management and Customer Services:

Introduction to Quality Management
The History of Quality in Business
Basic Quality concepts
What is it that Customers want?
How can we calculate the total cost of Quality?
Customer satisfaction is a perception and can be managed
Setting customer expectations
Changing internal perceptions
Getting closer to customers
Understanding customer needs and expectations
Commitment starts at the top of the organization

Topic 2: Service Quality - Tools and Techniques:

Five Steps to Effective Quality Management
Beginning with measurement
Then we need methods of Control
Continuous Improvement
Service Quality Tools and Techniques
Questionnaires
Pareto Analysis
Nominal Group Technique
Cause and Effect Analysis
Solution Effect Analysis
Selection Grid

Topic 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
Ongoing evaluation of effectiveness to ensure satisfaction
Maximize the value you deliver
Understanding different customer styles

Topic 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
Persuasion techniques
Dealing with Difficult Customers
Understanding Customer Behaviors
Understanding where Anger comes from
Developing Emotional Intelligence

Topic 5: Service Quality:

A look at Quality Management Systems
ISO, Balanced Scorecard, Six Sigma
Producing a Plan of Action
Improving Customer Satisfaction in 5 quick steps

Targeted Participants:

All Business Professionals in Customer Service positions or with specific responsibilities for Service Quality and Customer Satisfaction
Personnel and officers who are seeking to examine and enhance their service quality and customer satisfaction skills