Organisation: Quality Management & Training Limited
Category: Customer Satisfaction Training
Description: It is very important to establish the customers perception of the quality of product and service provided. This may be in some part determined from customer complaints or warranty returns but it is often stated that the customer rarely complains, they just donot come back. When this statement is balanced with the amount of investment (financial and resource) that is being placed on identifying and gaining new customers (i.e. increasing market share) against the investment on retaining old customers. Then may be the effort and resource is being placed in the wrong area. If old customers are being lost, possibly at the same or higher rates as gaining new customers, then a new approach is required. It may be worth considering investing money on retaining existing customers. On this basis customer loyalty is worth ten times the price of a single purchase, as a loyal customer will return to make further purchases.
Price: POUND £899
Contact: Quality Management & Training Limited
PO Box 172, Guildford, Surrey,
GU2 7FN United Kingdom
Email :
help@qmt.co.uk
Webmail :
http://www.qmt.co.uk
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