Description:

This course is designed to provide an understanding of how to define, measure, and improve customer service and satisfaction with the objective to increase profits and revenue. You will discover what "customer satisfaction" really means and will be able to write your own customer satisfaction plan. The course covers three aspects: customer needs assessment, customer satisfaction surveys, and complaint systems. This course will help you ask the right questions to the right people in the right way at the right time and show you how to turn data into action.

Learn about the best practices used by successful companies to drive continuous improvement and operational / process effectiveness in customer care. Attendees will also learn the concepts of customer experience design, development, and delivery.

Topics include:

• Writing Customer Service and Satisfaction Plans
• Comparing the customer service management attributes of your organization to high-performing benchmark organizations
• Continuous improvement using Six Sigma (DMAIC) principles
• Performance measures, continuous improvement tools, process improvement and control, and transaction quality assurance

Course Duration: 1 day

Audience:

Employees responsible for assessing and improving customer satisfaction with their team.

Cost: $900 per person

Group discount available. Call us for special pricing.

This course can be provided at your site.