Organisation: Excel Partnership
Category: Customer Satisfaction Training
Description: Overview:-
This ONE DAY workshop is designed to identify what customers perceive to be of value and enable organizations to improve the quality of service provided to customers.
Key Session Topics:-
Principles of customer satisfaction
internal and external customers
customers’ perception of value
quality function deployment
critical to customer processes
Current quality models
EFQM & MBNQA
ISO 9001 : 2000
Six Sigma
Lean principles
Customer satisfaction measurement
strategy/culture grid
market standard and competition
Quality in service vs product
Key parameters
Role of surveys
Strengths and weaknesses
Benefits:-
The ability to implement an effective customer satisfaction monitoring system.
Who Should Attend
Those with the responsibility for developing quality thinking in their organizations
Service or manufacturing management who wish to identify and improve their customer interfaces
Course Techniques:-
The workshop is highly participative and you will be expected to contribute fully to discussion. Case studies are taken from real companies to illustrate best practices.
Price: NA
Contact: Excel Partnership
25, Silverthorn Drive
Longdean Park
Hemel Hempsted
Herts
HP3 8BX
Email :
training@excelpartnership.co.uk
Webmail :
http://www.excel-world.co.uk
Service Available In :
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