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    Customer Satisfaction Course Outline

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    norlie
    This document discusses the importance of customer satisfaction and retaining existing customers. It notes that loyal customers will make repeat purchases and are worth ten times as much as a single purchase. The document also outlines the benefits of understanding why customers stop doing business with a supplier, such as gaining clearer insights into customer needs, competition, and attitudes. Finally, it provides an overview of a customer satisfaction training course, which is intended to help organizations define, implement, monitor, and evaluate their customer satisfaction strategies and processes.

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    Customer Satisfaction Course Outline

    Uploaded by

    norlie
    138 views2 pages
    This document discusses the importance of customer satisfaction and retaining existing customers. It notes that loyal customers will make repeat purchases and are worth ten times as much as a single purchase. The document also outlines the benefits of understanding why customers stop doing business with a supplier, such as gaining clearer insights into customer needs, competition, and attitudes. Finally, it provides an overview of a customer satisfaction training course, which is intended to help organizations define, implement, monitor, and evaluate their customer satisfaction strategies and processes.

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    Course Outline Sample

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    This document discusses the importance of customer satisfaction and retaining existing customers. It notes that loyal customers will make repeat purchases and are worth ten times as much as a single purchase. The document also outlines the benefits of understanding why customers stop doing business with a supplier, such as gaining clearer insights into customer needs, competition, and attitudes. Finally, it provides an overview of a customer satisfaction training course, which is intended to help organizations define, implement, monitor, and evaluate their customer satisfaction strategies and processes.

    Copyright:

    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd
    Download as doc, pdf, or txt
    138 views2 pages

    Customer Satisfaction Course Outline

    Uploaded by

    norlie
    This document discusses the importance of customer satisfaction and retaining existing customers. It notes that loyal customers will make repeat purchases and are worth ten times as much as a single purchase. The document also outlines the benefits of understanding why customers stop doing business with a supplier, such as gaining clearer insights into customer needs, competition, and attitudes. Finally, it provides an overview of a customer satisfaction training course, which is intended to help organizations define, implement, monitor, and evaluate their customer satisfaction strategies and processes.

    Copyright:

    © All Rights Reserved
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    Download as doc, pdf, or txt
    of 2

    Customer Satisfaction

    The Customer Satisfaction Course


    It is very important to establish the customers perception of the quality of
    product and service provided. This may be in some part determined from
    customer complaints or warranty returns but it is often stated that the customer
    rarely complains, they just don't come bac. !hen this statement is balanced
    with the amount of investment "financial and resource# that is bein$ placed on
    identifyin$ and $ainin$ new customers "i.e. increasin$ maret share# a$ainst the
    investment on retainin$ old customers. Then may be the effort and resource is
    bein$ placed in the wron$ area. If old customers are bein$ lost, possibly at the
    same or hi$her rates as $ainin$ new customers, then a new approach is required.
    It may be worth considerin$ investin$ money on retainin$ e%istin$ customers. &n
    this basis customer loyalty is worth ten times the price of a sin$le purchase, as a
    loyal customer will return to mae further purchases.
    'usiness 'enefits
    ( Sales )irector of one successful or$anisation believes that if customers lie the
    service, they will tell three people. If they dont lie the service, they will tell
    eleven people.
    # Business Benefit
    A recent study has shown
    customers no longer dealt with a
    particular supplier
    * (void losin$ customers +, move away $ivin$ no reasons,
    -
    )evelopment of business relationships
    with customers
    ., develop other supplier
    relationships,
    +
    Clearer understandin$ of the competition
    performance and capabilities
    /, leave for competitive reasons,
    0
    Clearer understandin$ of customer needs
    and e%pected product and service
    performance
    *0, are dissatisfied with the product,

    .
    Clearer understandin$ of the attitude of
    the customer and their perception of your
    ability to deal with customer issues and
    feedbac.
    12, quit because of an attitude of
    indifference toward the customer by
    the owner, mana$er, or some
    employees.
    (s a consequence of the course dele$ates would be e%pected to3
    )efine and implement their or$anisations Customer Satisfaction strate$y
    and plan
    Create, operate and monitor a Customer Satisfaction and Complaints
    process
    4nderstand how to evaluate levels of customer satisfaction
    5ow to develop a Customer Satisfaction scheme
    !ho Should (ttend6
    7uality, Sales 8 9aretin$ or any personnel interested in improvin$ the
    or$anisations Customer Satisfaction status.
    Course Structure
    !ill include3
    4nderstandin$ Customer :eeds and ;equirements
    To e%amine various factors which can be used to determine levels of
    Customer Satisfaction "and dissatisfaction#, "Measures of Customer
    Satisfaction".
    To measure the levels of customer satisfaction < "Measuring Customer
    Satisfaction".
    )efinin$ and implementin$ the Customer =eedbac "complaint# process
    Coverin$ such techniques as3
    Customer related processes < Contract ;eview and Customer =ocus
    7uality =unction )eployment >?oice of the Customer>
    S9(;T
    Customer Satisfaction Surveys
    @ap (nalysis.
    Course dates and cost
    See Trainin$ Courses for price list and order form for a one day course at the
    798T Trainin$ centre.

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