Customer Satisfaction Improvement Action Planning

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:

• Describe how to use Quality Management tools and methods to measure their own degree of customer focus and influence customer expectations effectively.

• Build strong customer relationships by implementing improved people skills and enhancing service to both internal and external customers.

• Develop strategies and skills for harnessing Internet and Social Media tools to create and maintain meaningful relationships with customers.

• Measure their own degree of customer focus and apply various methods to get closer to the customer, improving service internally and externally.

• Implement improved people skills to enhance customer service and build effective relationships, both internally and externally.

• 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:

• Directors and those responsible for Profitable growth within the Organization.

• Business professionals in customer-facing positions or with specific responsibilities for Service Quality and Customer Satisfaction.

• Personnel new to the role, as well as more experienced officers seeking to examine and enhance their service quality and customer satisfaction skills.

• Marketing professionals looking for a compelling strategic edge in the market.

• Team leaders looking to relate to their teams and to higher management.

Program Outlines:

Unit 1: 

Navigating Practical Challenges in Industry Standards and Methodologies:

• Major Practical Issues.

• Industry Standard Terminology.

• Industry Methodologies, Standards Best Practices.

• Business Mapping of Operations.

• Flow Charts.

• Quality Assurance TQM Issues.

Unit 2: 

Optimizing Customer Satisfaction: Strategies for Analysis, Standards, and Alignment:

• Measuring the True Satisfaction Levels of Your Internal External Customers

• How to analyze customer satisfaction?

• How to set service standards?

• How to grade customer expectations?

• How to realign company structure?

Unit 3: 

Performance Assessment and Strategic Advancement: Understanding Customer Needs, Competitor Positioning, and Risk Analysis:

• How to assess performance and move forward?

• Define customer needs to assess how well you meet them.

• Evaluate competitor strengths and customer ratings.

• Compare your capabilities with customer expectations.

• Analyze cost, benefits, and risks.

Unit 4: 

Strategic Team Formation and Resource Allocation: Prioritizing Opportunities for Targeted Improvement:

• Pick an improvement team.

• Prioritize opportunities.

• Target results.

• Allocate resources.

• Planning Issues.

Unit 5: 

Navigating Program-Specific Technology and Management Challenges: Enhancing Information Systems and Implementing Strategic Improvements:

• Program Specific Technology Issues.

• Program Specific Information Technology Issues.

• Management Issues.

• Management Information Needs and Related Systems.

• Implementing Improvements.