|
|
|
|
|
|
|
|
|
CPI Business Development
Clean-Pro Industries, Inc.
Books | Consulting | Software | Membership | Newsletter | Videos | Courses | Free Web Page
4 Business Courses
Index13e
Customer Service and Quality Management Course
BC-5
This Business Course will help you put into practice the fifthof six strategies that are vital to business success.
Course 5: Customer Service and Quality Management Course
This course will help you to develop your Customer Service and Quality Management strategy, which is:
- The means by which you can determine what your customers really want, not what you think they want, and how to fulfill their expectations.
- The strategy for giving employees the people skills they need to handle any situation, avoid complaints, prevent burnout, and enhance communications.
- The means for building a Total Quality Culture by promoting ethics and empowered decision making and leadership in the workplace.
Course Workbooks for Customer Service and Quality Management
Eight workbooks from this group are used in this course. The other workbooks may be purchased separately.
Customer Service and Quality Management CourseWho will benefit from this course?
Business owners
Operations managers
Supervisors
Plant managers
Customer service representatives
Process control managers
Human resources officers
Office managers
Marketing managers
Sales managers
Module One:Process Improvement
Quality Customer Service
Module Two:Customer Focus
Benchmarking Fundamentals
Module Three:Managing Quality Customer Service
Building a Total Quality Culture
Module Four:Customer Satisfaction
Measuring Customer Satisfaction
What you will learn in this course:
- How to evaluate and improve your current processes to create products or services that are vastly superior to your competition.
- How this advantage allows you to create a large and loyal group of customers who will stay with you for many years.
- The secrets of quality customer service.
- How to identify what your customers really want, not what you think they want.
- How to establish systems and procedures to deliver consistent high quality products and services.
- How to develop attitudes, behaviors, and verbal skills in your service personnel to interact successfully with customers and keep them happy.
- How to establish and manage a quality service operation.
- How to determine customer needs, effectively and efficiently meet those needs, and continually measure your service level.
- How to improve your process by looking for a better way and by setting quality objectives.
- How to ensure positive bottom-line results by establishing a strong system of values and by implementing the concept of Total Quality Management.
- How to build a Total Quality Culture by promoting ethics and empowered decision making and leadership in the workplace.
- How to quickly improve customer service skills inside your organization—and see a significant impact at consumer level.
- How to give employees the people skills they need to handle any situation, avoid complaints, prevent burnout, and enhance communications.
- How to know how customers feel about the service they receive.
How to evaluate customer satisfaction and make any needed improvements in your service.
BC-4 $49.75 per module $179 for all four modules (a $20 savings)
_______________________________________________________________________________________________________
CPI Business Development
Division of Clean-Pro Industries, Inc.
PO Box 6350
Portland, OR 97228-6350Tel: (503) 289-0063
FAX: (503) 289-0055Send e-mail to: info@cpibusiness.com
web site: www.cpibusiness.comCons Mat/Overview of CPI
Number of visitors to this site since May 15, 1999