Organisation: The Leadership Factor (UK)
Category: Customer Satisfaction Training
Description: Part 1: A starting point
- Basic CSM results
- Setting realistic targets for improvement
- Can improvement be a linear progression?
- When should you start seeing results?
- Focus on prioritising
- Segmentation
- Which customers do we want to satisfy?
- Linking to action plans
Part 2: Taking action
- Identifying the key moments of truth
- Achieving cultural change
- Engaging senior management
- Benchmarking best practice
Part 3: Feedback
- To employees & customers
- What to include
- Some strategies
Part 4: Involving employees
- Feedback workshops
- Brainstorming & Action teams
Part 5: Involving customers
- Crack problematic action points
- Focus groups
- Brainstorming
- Active partnership with key clients
- Ongoing communications
- Making customers take notice
Part 6: Integrating other performance strategic measures
- Complaints
- Other KPIs as an indicator
- Links to performance
Part 7: Maintaining the focus
- Tracking progress
- Remeasurement
- Frequency of survey
- Progress towards targets
- Customer Satisfaction related pay
- Morale
Price: NA
Contact: The Leadership Factor (UK)
Taylor Hill Mill, Huddersfield
HD4 6JA, United Kingdom
Tel: +44 (0)1484 517575
Fax: +44 (0)1484 517676
e-mail: uk@leadershipfactor.com
Email :
uk@leadershipfactor.com
Webmail :
http://www.leadershipfactor.co.uk
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