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Customer Service
Customer Satisfaction Improvement Action Planning
Overview:
Introduction:
The Customer Satisfaction Improvement Action Planning training program helps participants analyze feedback, identify improvement areas, and create actionable plans to boost satisfaction levels.
Program Objectives:
At the end of this program the participants will be able to:
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Describe how to use Quality Management tools and methods to measure their own degree of customer focus and influence customer expectations effectively.
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Build strong customer relationships by implementing improved people skills and enhancing service to both internal and external customers.
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Develop strategies and skills for harnessing Internet and Social Media tools to create and maintain meaningful relationships with customers.
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Measure their own degree of customer focus and apply various methods to get closer to the customer, improving service internally and externally.
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Implement improved people skills to enhance customer service and build effective relationships, both internally and externally.
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Use skills to build effective relationships and set customer expectations while developing strategies for utilizing Internet and Social Media tools to maintain sustainable relationships with customers.
Targeted Audience:
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Directors and those responsible for Profitable growth within the Organization.
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Business professionals in customer-facing positions or with specific responsibilities for Service Quality and Customer Satisfaction.
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Personnel new to the role, as well as more experienced officers seeking to examine and enhance their service quality and customer satisfaction skills.
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Marketing professionals looking for a compelling strategic edge in the market.
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Team leaders looking to relate to their teams and to higher management.
Program Outlines:
Unit 1:
Navigating Practical Challenges in Industry Standards and Methodologies:
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Major Practical Issues.
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Industry Standard Terminology.
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Industry Methodologies, Standards Best Practices.
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Business Mapping of Operations.
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Flow Charts.
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Quality Assurance TQM Issues.
Unit 2:
Optimizing Customer Satisfaction: Strategies for Analysis, Standards, and Alignment:
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Measuring the True Satisfaction Levels of Your Internal External Customers
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How to analyze customer satisfaction?
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How to set service standards?
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How to grade customer expectations?
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How to realign company structure?
Unit 3:
Performance Assessment and Strategic Advancement: Understanding Customer Needs, Competitor Positioning, and Risk Analysis:
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How to assess performance and move forward?
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Define customer needs to assess how well you meet them.
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Evaluate competitor strengths and customer ratings.
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Compare your capabilities with customer expectations.
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Analyze cost, benefits, and risks.
Unit 4:
Strategic Team Formation and Resource Allocation: Prioritizing Opportunities for Targeted Improvement:
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Pick an improvement team.
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Prioritize opportunities.
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Target results.
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Allocate resources.
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Planning Issues.
Unit 5:
Navigating Program-Specific Technology and Management Challenges: Enhancing Information Systems and Implementing Strategic Improvements:
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Program Specific Technology Issues.
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Program Specific Information Technology Issues.
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Management Issues.
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Management Information Needs and Related Systems.
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Implementing Improvements.