Managing Service Quality and Customer Satisfaction Training Course

Day 1: Introduction to Quality Management and Customer Services for Government

• Overview of Quality Management Principles
• Historical Context of Quality in Business Operations
• Core Concepts of Quality Management
• Identifying Customer Needs and Expectations for Government Services
• Calculating the Total Cost of Quality in Public Sector Operations
• Managing Customer Satisfaction as a Perceptual Outcome
• Establishing Clear Customer Expectations
• Shifting Internal Perceptions to Align with Customer Needs
• Enhancing Proximity to Customers to Better Understand Value
• Understanding and Meeting the Needs and Expectations of Government Service Users
• Leadership Commitment as a Foundation for Quality Management

Day 2: Service Quality Tools and Techniques for Government

• Five Steps to Effective Quality Management in Public Sector Organizations
• Initiating Quality Measurement Processes
• Implementing Methods of Control for Continuous Improvement
• Strategies for Ongoing Quality Enhancement
• Service Quality Tools and Techniques for Government Operations
• Utilizing Integrated Quality Management Systems in Public Services
• ISO Standards and Their Application in Government
• Balanced Scorecard for Performance Measurement
• Six Sigma Methodology for Process Excellence
• Conducting Customer Satisfaction Surveys
• Applying Pareto Analysis to Identify Critical Factors
• Utilizing Nominal Group Technique for Decision-Making
• Cause and Effect Analysis for Problem Solving
• Solution Effect Analysis for Effective Remediation
• Selection Grids for Evaluating Options

Day 3: Managing Customer Expectations in Government Services

• Strategies to Exceed Customer Expectations Consistently
• Determining Methods to Surpass Customer Anticipations
• Focusing on Minor Improvements for Significant Impact
• Soliciting Feedback on Service Performance
• Continuous Evaluation to Ensure High Levels of Satisfaction
• Maximizing Value Delivered to Government Service Users
• Recognizing and Addressing Different Customer Styles in Public Services

Day 4: People Skills for Delivering Excellent Customer Service in Government

• Revisiting Fundamentals of Communication with Government Customers
• Identifying and Adapting to Various Listening Styles
• Techniques for Building Rapport with Citizens and Stakeholders
• Developing Influencing Skills in Public Sector Interactions
• Employing Persuasion Techniques for Effective Engagement
• Strategies for Handling Difficult Customers in Government Settings
• Understanding and Addressing Customer Behaviors in Public Services
• Exploring the Origins of Anger in Customer Interactions
• Enhancing Emotional Intelligence Among Government Staff

Day 5: Operating Virtually and Implementing Quality Initiatives for Government

• Best Practices for Utilizing Social Media in Public Sector Communications
• Advanced Techniques for Search Engine Optimization in Government Websites
• Applying Learned Tools, Models, and Techniques Through Case Studies
• Real-Life Case Study Analysis (in Small Teams)
• Application of Concepts to Participants' Own Work Situations (in Same-Company Groups or Individually)
• Developing a Practical Action Plan for Implementation in Government Offices
• Five Quick Steps to Improve Customer Satisfaction in Government Services