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Customer Satisfaction Improvement Action Planning



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.

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