“Customer satisfaction – your best bet for continued success.”
Customer satisfaction is crucial to continued business success. No one refutes this, and this is an important requirement in Quality Management System standards. But, do you know how your customers perceive your organization? What are their expectations? What are the shortcomings that they see? What would be an area that would delight them?
This course introduces a systematic and practical approach to designing the right measures for discerning customer perception and satisfaction levels. More importantly, this course emphasizes listening to the voice of the customer on what matters to them and the use of this information for value creation, enhanced customer care and taking customer relationships to the next level.
How will I benefit?
Upon completion of training, participants would be able to:
- plan and design the right processes and measurement tools for tapping customer satisfaction
- analyse and interpret the data
- most importantly, apply this information in initiating improvements and deepening customer relationships.
What will I learn?
This programme aims:
- To help delegates identify the right information to collect
- To educate delegates on the basics, means and process of tapping customer satisfaction
- To provide practice on designing a customer satisfaction tool
- To help delegates determine the right measure for their organisation
- To identify the contributors to customer satisfaction and areas of improvement
- To assist delegates to translate what have been learnt into actions.
What is included?
On completion, you will be awarded an internationally recognized BSI Training Academy certificate.
