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.