Sale Date Ended
Sale Date Ended
The secret of being successful in today’s markets is to build relationships with customers by SERVING them in excellent fashion not merely SELLING to them. As such the major differentiator influencing market share will be the level of corresponding service levels offered. Therefore, regardless of whether an organization deals with products or service or both the associated service quality levels and how to enhance them in an objective structured manner is what is vital for it.
Service Quality stems from a comparison of what a customer feels a service firm should offer versus their perception of what the service firm actually does offer. Ensuring good service quality involves meeting or exceeding customer expectations. ServQual is used to operationalize the gaps influencing customer perceptions. It measures both expectations and customer perceptions of the service encounter. It can serve as an effective diagnostic tool for uncovering broad areas of company’s service quality shortfalls and strengths.
A moment of truth is a contact between the company and the customer during which the customer decides if the company really is customer oriented. The customer wants you to do battle for them and not against them. This is the basis for long term successful consumer service.
Customer satisfaction is defined as “the number of customers or percentage of total customers, whose reported experience with a firm, its products or its services (ratings) exceeds specified satisfaction goals”. A business ideally is continually seeking feedback to improve customer satisfaction. Kano’s model helps organizations progress from a reactive approach to a proactive one.
With service quality opportunities for correction are unavailable, therefore, quality must be fully built into the service process and practiced by every individual in the chain.
Understand the nature, role and urgency for service quality
Appreciate the interrelation between service quality and customer expectations
Use of service quality gap model to diagnose quality problems
To understand reasons for gaps and formulate strategies for closing the gaps
Service encounters as the building blocks for customer perceptions
Use of Kano model for appreciating customer satisfaction levels
Contemporary Model of Service Quality
Identifying and Closing Quality Gaps
Understanding Customer Satisfaction Levels
How to Understand and Anticipate Customer Expectations
Service Recovery Excellence
Moments of Truth
Marketing Excellence through Service Quality
A must for managers from middle to senior level in Marketing, Sales, Production, Quality, Human resources and other functions. CEOs and senior executives associated with strategy development and deployment will also significantly benefit from this workshop.
English & Hindi.