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Course Overview
This
courses teaches how to establish and manage a quality service
operation. Learn how to determine customer needs, how to effectively
and efficiently meet those needs, and how to continually measure
your service level.
International
Curriculum
Thomson Series: Cengage
Learning delivers highly-customized learning solutions for colleges,
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Course Outline:
How This Book Is Organized
Developing a Customer-Service Perspective
Stage 1: Understanding Your Customer
What Is Your Specific Service Niche?
What Are the Characteristics of the Service / Services You Provide?
Developing Your Customer Profile
How Do Your Customers See You?
Review and Action Plan
Stage 2: Set Quality Service Standards
The Importance of Setting Quality Service Standards
The Two Dimensions of Quality Service
Writing Quality Service Standard Statements
Prioritizing Your Quality Customer-Service Standards
Review and Action Plan
Stage 3: Build a Winning Team
Putting Quality into the Design of Customer Jobs
Writing Job Specs in Quality Customer-Service Terms
Screening Job Applicants for Quality Customer-Service Abilities
Training for Quality Customer-Service
Quality Customer-Service Leadership
A Supportive Organizational Climate
Review and Action Plan
Stage 4: Check Up Regularly
A Service Audit System
A Customer Feedback System
Employee Feedback Systems
Review and Action Plan
Stage 5: Provide Proactive Problem Solving
Create a Supportive Climate for Solving Customer-Service Problems
Use Your Customer-Service Team to Identify Customer-Service
Problem Areas
Use Your Customer-Service Team as a Resource for Improving
Service
Turn Customer Problems into Opportunities for Better Customer
Service
Review and Action Plan
Additional Customer-Service Resources |