Organisation: The Chartered Quality Institute
Category: Customer Satisfaction Training
Description: This 2-day course is designed to help delegates understand the importance of a customer focused culture, the concept of a proactive approach rather than a reactive approach to customer satisfaction and to help them contribute to the innovation of their organisations products and services. The course addresses the process of identifying customer needs, those latent requirements that customers may not even know themselves but once discovered enables an organisation to stay one product ahead of the competition.
Course content:-
Identification of who the customers are
Differences between customer requirements (specifications), expectations and needs
Identification of customer requirements (specifications), expectations and needs
Customer knowledge banks: Obtaining, storing and sharing information to understand and define customers requirements (specifications) and expectations
Considering unsolicited feedback and complaints
Responding to complaints/dissatisfaction and time factor
Creating a customer focus culture
Looking to the future: Importance of identification of needs and its relevance to innovation and sustainability
Interviewing techniques to establish customer needs
Transforming latent needs into product or service innovation
Trailing new products or services
Defining new concepts of delivery
Establishing customer satisfaction policy, objectives and plans
Assessment of customer satisfaction
Knowing what is important to the customer
Discussions of various approaches and methodologies for monitoring customer satisfaction
Analysis of data and ensuring accuracy of results
Internal communication of results and time factor
Management review of results versus policy and objectives
Survey results feedback to customers.
Price: NA
Contact: The Chartered Quality Institute,
12 Grosvenor Crescent
London SW1X 7EE
Email :
training@thecqi.org
Webmail :
http://www.thecqi.org
Service Available In :
Search Similar Program in: Grosvenor crescent |
Grosvenor crescent |
London
