Upcoming Training Programs

Cost of Quality Methods and Benefits

Implementing integrated management systems

For companies, all over the world, it is crucial to be sustainable, especially from an economic point of view. Sustainable entrepreneurship means decreasing the environmental impact of a company in an economically viable way, using a preventative approach with a continuous improvement principle. The result of such an attempt is a more competitive market position.
Integrated management is suitable to any organization, regardless of size or business, interested in integrating two or more management systems into one cohesive and holistic system, with a common set of policies, processes, and procedures.

TRAINING METHODS :

These will include the following :

• Discussion through lectures
• Power point presentations
• Case studies
• Role playing through teams

A Training Course In :
Effective Customer Satisfaction Skills:
Towards Customer Focused Organizations

INTRODUCTION:

Organizations with a balanced approach to customer service reap the rewards whilst poor service delivery results in loss of profit and market share or, in the case of not-for profit organizations, in escalating costs, diminished productivity and lack of effectiveness.

The increase in information availability, emergence of global markets, and change in competitiveness have moved the balance of power towards the end customer and away from the manufacturer or distributor.

Many organizations have already begun to address improvements in customer service delivery. Customer Focused Organizations believe that the customer is always right and that in every business transaction or ‘moment of truth’, the customer must come first. Being the most important in any organization, customers deserve the full attention of the whole organization and its best courtesy since customers have paid for it in advance.

This comprehensive training course focuses the light on the major changes that have taken place in the field of customer satisfaction, and helps building effective skills towards moving your organization into a Customer Focused one.


LEARNING OBJECTIVES:

The course primarily aims to pursue the following :
1. Acquire the relevant skills to be an active service or product provider, able to demonstrate skilled customer oriented in accordance to most effective concepts of excellence in customer service parade.
2. Properly interact with all kinds of customers
3. Effectively communicate with your customers
4. Learn how to maintain your customers and attract more customers.
5. Understand the causes of conflict and effectively deal with your customers' claims

COURSE OUTLINE :

1. General Introduction
2. The Service Concept
3. The Role of Customer Service Department
4. The Elements of Excellency in Service
5. Predicting Your Customers' Needs
6. Customer Satisfaction Skills :
6.1 Effective Communication Skills
6.2 Win/Win Negotiation Skills
6.3 Effective Listening Skills
6.4 Building Rapport
6.5 Emotional Intelligence
6.6 Effective Telephone Communication
7. Customer Focused Organization (CFO)
7.1 Concept Definition
7.2 Planning, Organizing, Leading, and Controlling
7.3 CFO Survey
8. Dealing with Customers' Claims
9. Analyzing Costs of Customers' Loss
10. Customer Recovery Strategy
11. Case Studies

TRAINING METHODS :

These will include the following :
• Discussion through lectures
• Power point presentations
• Case studies
• Role playing through teams

Cost of Quality Methods and Benefits

What are quality related costs and how do you manage the costs within an organisation? The course explains the role of quality cost management in an organisation and offers insights into the quality cost model and how to implement it.
It is suitable for any one who requires and in depth understanding of how to monitor and measure quality related costs. It is also well suited to cross functional teams with all relevant disciplines represented i.e. engineering, manufacturing, finance, quality, purchasing and sales and marketing.

TRAINING METHODS :

These will include the following :
• Discussion through lectures
• Power point presentations
• Case studies
• Role playing through teams

Creating Customer-Focused Organization

A customer-focused organisation is one that is close to each customer, understanding specific types or groups and then using this knowledge when making decisions. Being customer-focused means gathering facts, data and knowledge about customers – current and potential – to develop an awareness of what they want and how they perceive the business’s products and services. This awareness enables you to continuously strive to meet your customers’ requirements and secure your organisation’s long-term survival, growth and profitability.


TRAINING METHODS :

These will include the following :
• Discussion through lectures
• Power point presentations
• Case studies
• Role playing through teams

Developing the skills of new quality managers

The course helps quality managers to develop their skills in improving the quality management system processes and provide more effective feedback to the top management for review and decision making.

TRAINING METHODS :

These will include the following:
• Discussion through lectures
• Power point presentations
• Case studies
• Role playing through teams

measuring customer satisfaction and management decision

Organizations with a balanced approach to customer service reap the rewards whilst poor service delivery results in loss of profit and market share or, in the case of not-for profit organizations, in escalating costs, diminished productivity and lack of effectiveness.
The increase in information availability, emergence of global markets, and change in competitiveness have moved the balance of power towards the end customer and away from the manufacturer or distributor.
Many organizations have already begun to address improvements in customer service delivery. Customer Focused Organizations believe that the customer is always right and that in every business transaction or ‘moment of truth’, the customer must come first. Being the most important in any organization, customers deserve the full attention of the whole organization and its best courtesy since customers have paid for it in advance.

TRAINING METHODS :

These will include the following :
• Discussion through lectures
• Power point presentations
• Case studies
• Role playing through teams