Quality Assurance for Customer Service and Mystery Shoppers
| Start Date | End Date | Venue | Fees (US $) | ||
|---|---|---|---|---|---|
| Quality Assurance for Customer Service and Mystery Shoppers | 23 Nov 2025 | 27 Nov 2025 | Kuala Lumpur, Malaysia | $ 4,500 | Register |
Quality Assurance for Customer Service and Mystery Shoppers
| Start Date | End Date | Venue | Fees (US $) | |
|---|---|---|---|---|
| Quality Assurance for Customer Service and Mystery Shoppers | 23 Nov 2025 | 27 Nov 2025 | Kuala Lumpur, Malaysia | $ 4,500 |
Introduction
For a great customer experience, every interaction at every customer touchpoint must be exceptional. Customer Experience (CX) means creating and effectively managing your customers’ emotions. In fact, every single interaction that occurs between an organization and its customers fosters an emotion of some kind. Whether that emotion is deep frustration or sheer delight is largely up to you and how thoughtfully you design, plan, and execute the customer experience.
This course provides you with all you need to know about creating a customer-centric culture and coming up with a workable customer experience framework for your organization. Narrowing down on the topic, you will be able to measure your customer service effectiveness, come up with CX strategies, measure your CX initiatives, and create areas for improvement in your CX programs.
Objectives
- Understand the importance of a customer service culture in a competitive environment.
- Analyze basic behavioral patterns of different customer personalities and the best way to deal with them.
- Agree and practice strategies for service recovery aimed at regaining customer loyalty.
- Define the process of managing a customer complaint system.
- Discuss and practice the techniques of effective communication skills with customers.
By the end of the program, participants will be able to:
Training Methodology
This is an interactive course. There will be open question and answer sessions, regular group exercises and activities, videos, case studies, and presentations on best practice. Participants will have the opportunity to share with the facilitator and other participants on what works well and not so well for them, as well as work on issues from their own organizations. The online course is conducted online using MS-Teams/ClickMeeting.
Who Should Attend?
Managers, supervisors and customer service staff.
Course Outline
Customer Service
- Definitions and Concepts
- Roles of the Customer Service Professional
Attaining Customer Satisfaction Through Quality Measures
- Components of Quality Service
- Service Quality Gaps
- What Customers Pay Attention To
- Dimensions of the RATER Model
- Reliability
- Assurance
- Tangibles
- Empathy
- Responsiveness
- Establishing Service Quality Performance Standards
- Customer Complaint Systems
- Sources of Complaints
- Types of Complaints
- Handling Complaints: The PEPSI and FEDEX Approaches
- Arousing Interest
- Engaging Them
- Practicing New Skills
- Applying to Real World
- Who is a Loyal Customer?
- Strategies to Keep Customers Loyal
- The Principles of Inspiring Staff (A.E.P.A. Philosophy)
- Customer Loyalty
- Reasons why Companies Lose Customers
- Keys to Delivering an "Exceptional" Service- The "Nordstrom" Way
A Profile of Different Customer Personalities
- Characteristics of Difficult People
- Common Responses to Them
- 6 Major Personalities that Lead to Conflict
- The Hostile
- The Pessimist
- The Complainer
- The Know-It-All
- The Narcissist
- The Over-Controller
- Strategies for Dealing with Them
Effective Communication with Customers
- Communication Goals
- Overcoming Barriers to Effective Communication with Customers
- Reading the Body Language of Customers
- Behaviors that Block Listening
- How to Be an Active Listener

