The British Academy for Training and Development offers this specialized program in the field of customer service quality, which provides an important set of skills and behaviors that enhance customer service quality and offer the best services that can present the organization in the best possible light to its stakeholders. Whether the goal is public welfare, as in ministries and government institutions, or in private companies aiming to increase their customer base by presenting the best image of themselves.

This also contributes to improving the organization's image with the public, which is one of the main goals organizations strive for by enhancing their customer service quality. Customer service professionals are responsible for meeting customer needs and ensuring they have a good experience. As a set of skills, customer service involves various traits such as active listening, empathy, problem-solving, and communication. Furthermore, customer service representatives must be well-organized, from following up on necessary information and tools to the ability to assist each customer. There are many factors involved in providing high-quality customer service, and the agent must have a strategy to track all aspects of customer issues and interactions.

Who Should Attend?

• Managers and staff responsible for developing customer service strategies.
• Customer service employees.
• Quality managers in organizations.
• Public relations professionals handling customer interactions.
• Business owners looking to develop their skills.
• Accountants and financial employees in both the public and private sectors.

Knowledge and Benefits:

After completing the program, participants will be able to master the following:

• Understand the primary role of the customer within the applicable administrative metrics.
• Comprehend the true direction of company qualifications, mechanisms, and individuals toward customer satisfaction.
• Recognize customer mindsets across different orientations and levels.
• Equip participants with the essentials of customer care and explain how to interact with clients.
• Gain full knowledge of various services.
• Learn how to manage exceptional services.
• Understand ways to build trust with customers through honest interactions.

• Introduction to Quality:

  • Defining quality and its importance in the business environment.
  • Components of quality (control, improvement, assurance).
  • The difference between quality and performance excellence.

• Quality Standards:

  • Common quality standards (ISO, Six Sigma).
  • How to implement these standards in organizations.
  • The importance of adhering to standards.

• Measuring and Evaluating Quality:

  • Quality measurement tools (surveys, performance indicators).
  • How to collect and analyze data.
  • Evaluating product and service quality.

• Customer Behavior and Its Impact on Quality:

  • Understanding customer behavior (expectations, satisfaction).
  • How customer behavior affects service quality.
  • Factors influencing customer behavior.

• Quality Improvement Strategies:

  • Tools and techniques for quality improvement.
  • How to implement continuous improvement in organizations.
  • Strategies for handling customer complaints.

• Building a Quality Culture within the Organization:

  • The importance of organizational culture in enhancing quality.
  • Strategies to promote commitment to quality among employees.
  • The role of leadership in building a quality culture.

• Developing a Quality Action Plan:

  • How to design a quality improvement action plan for the organization.
  • Identifying goals and required resources.
  • Strategies for evaluating the outcomes of the action plan.

• The Impact of Technology on Quality:

  • How to use technology to improve quality.
  • Digital quality tools and applications.
  • Modern trends in service quality.

• Customer Experience as Part of Quality:

  • Understanding the customer journey and how to improve it.
  • Elements of customer experience and service quality.
  • How to measure customer experience.

• Leadership in Quality Performance:

  • The role of leadership in promoting quality.
  • Strategies for developing leaders in the field of quality.
  • The importance of strategic leadership in achieving sustainable quality.

• Innovation in Quality Improvement:

  • The importance of innovation in quality development.
  • Innovation techniques for improving products and services.
  • How innovation can change customer behavior.