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Understanding and Measuring Customer Satisfaction
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$895.00 - 2 Days - 1.4 CEUs
To Register!
Call:
Contact our Customer Service team at 1-800-374-3818. Group Bookings available!
Email:
Email our Training team at
training.us@saiglobal.com
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Online Registration:
Click your preferred date from a course page. You have the option to pay by credit card or pay later by invoice.
Calgary - AB - CANADA
07 Apr 10
Chicago - IL
24 Jun 10
Montreal - QC - CANADA
27 May 10
Pittsburgh - PA
28 Apr 10
Quebec City - QC - CANADA
23 Jun 10
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Benefits
Upon completion of this course, participants will be able to:
Understand what is required of ISO 9001 in relation to customer satisfaction;
Understand why determining what customers really think about your performance and doing something about it is critical to your bottom line;
Describe common models used within business to link with customer needs;
Understand which customers should be targeted for feedback;
Understand what should be measured in relation to satisfaction; and
Examine different approaches for gathering and analyzing customer satisfaction.
Course Objectives
The importance of understanding your customers' needs and expectations is critical to the success of an organization. Many organizations think they know what their customers want, but they their knowledge is often incomplete or, even worse, off the mark. Once needs and expectations have been understood it is easy to meet them - or is it? Knowing what customers expect is the first step. Equally important is making the changes that enable your organization to meet customer expectations on a permanent basis.
The intent of this two-day course is to explore the principles of understanding and satisfying customer needs and common approaches used to determine customer satisfaction levels. The course utilizes a series of connected workshops to help participants build customer satisfaction program in their organization. ISO 9001 requires organizations to understand their customers, and monitor information relating to their perception of your organization's goods and services. This course will prepare you to meet that requirement, but is not limited to ISO requirements. More importantly, it will prepare participants to improve bottom line performance, because
if you are not meeting your customer's requirements, someone else will.
Key Session Topics
Why measure customer satisfaction
Who and What to measure
Voice of the Customer (Knowing your customer)
The Berry Service Model (Various gaps that can occur that influence overall customer perception)
The Kano Model (There are distinct types of customer expectations)
ISO 9001 requirements for Customer Satisfaction
Measurement techniques (surveys, focus groups, interviews, e-mail, internal measurement)
Developing and deploying strategies to learn and act on customer perceptions
Who Should Attend?
Individuals that want to keep and grow their customer base
Sales/Marketing/Customer Service/Quality Professionals
Those who are actively involved with the implementation of the ISO 9000 series standards
Those involved with any type of customer satisfaction activities
Those involved in Continuous Improvement activities
Senior Management
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