SKILLS OF MEASURING CUSTOMER SATISFACTION
Course Code: CS 071
Course Objective
This course is designed to provide knowledge of how to measure customer satisfaction and manage a customer satisfaction system. The class not only focuses on how to meet ISO 9001 requirements, but also how to use the system to increase in profits and revenues. The course will cover the three tools required by ISO 9001: 1) customer needs assessment, 2) customer satisfaction surveys, and 3) complaint systems. Discover what 'customer satisfaction' really means and write your own customer satisfaction plan. The course will help you ask the right questions of the right people in the right way at the right time and how to turn data into action:
- apply techniques in customer needs interviews
- design good surveys
- determine areas needing action
- link customer satisfaction and ISO 9001 requirements
- critique surveys
- write decision-friendly customer sat reports
- prepare a customer satisfaction plan
- determine when to measure customer satisfaction
- use data for improving organizational performance and profit
Target Audience
- Team Supervisors
- Department Managers
- Customer Service Professionals and Managers
- Quality Management Personnel
- Marketing Professionals
- Management that wants to build a quality customer-centric culture
- All specialists responsible for building and sustaining service quality in their organizations
Course Outline
- Customer Satisfaction & ISO 9001: 2000 basics
- Definition of Customer Satisfaction
- Go for the Gold: Target your Products/ Customers
- Write your Customer Satisfaction Plan
- Know the Essentials about Customer Surveys
- Design your Survey and Its Processes
- Word-craft your Questions
- Design your Scales to Match the Questions
- Use Statistics for Trustworthy Data
- Deploy the Surveys Appropriately
- Design or Refine your Customer Complaint System
- Analyze Qualitative Data
- Analyze Quantitative Data
- Act and Celebrate
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