Instructor Led Customer Satisfaction Training

Beyond Customer Satisfaction To Customer Value Course Description: This workshop is designed to create an awareness of the concepts of customer value. The course will lay the groundwork for the basic skills that are necessary for creating a customer centered culture at the workplace. Course Objectives: Upon completion of this program, you will be able to: Outline the Value of Customer Service & Satisfaction Draft a personal Vision  more...

Quality Function Deployment (QFD) ...m shifts from conformance to specifications to a focus on customer satisfaction. The end product is designed and manufactured in accordance with the needs of the market instead of internal requirements of the company. The course is designed to give the participant a general understanding of QFD. Who Should Purchase This Course: Design and Process Engineers, Quality Engineers,  more...

Customer Loyalty Strategies and Measurement - Dubai ...f the program, participants will be able to: Understand customer satisfaction, retention, loyalty and measure them in a meaningful and systematic way. Include a profitability dimension to any customer loyalty strategy. Plan, manage and analyze impact-full customer satisfaction surveys. Define customer segments, profiles and models for maximum strategic as well as tactical impact. Create  more...

Total Quality Management - Quality and Productivity Understand the importance of quality models. Understand TQM philosophy. Learn to use TQM improvement tools to enhance customer satisfaction and improve processes within their organizations. Discuss other widely used improvement methodologies.  more...

Re-engineering Your Organization A Road Map to Business Process Improvement - Quality and Productivity Understand the terminology and benefits of re-engineering. Distinguish between analysis from a functional view and a process view. Build an understanding of the approach and techniques to apply when processes need to be re-engineered. Maximize customer satisfaction by matching process design to customer needs. Redesign workflow and structure successfully within the business.  more...

Lean Principles Removing Waste in Organizations By the end of the program, participants will be able to: Understand concepts and importance of lean organizations. Identify typical waste in organizations and the importance of such waste on organizations profits, competitive edge, and customer satisfaction. Recognize how lean concepts can directly address the elimination/ reduction of operating costs, cycle time, and non value-added activities.  more...

Total Quality Management TQM Tool Box for Continual Improvement - Quality and Productivity By the end of the program, participants will be able to: Realize the importance of quality models. Understand TQM philosophy. Use TQM improvement tools to enhance customer satisfaction and improve processes within their organizations. Gain an understanding of other widely used improvement methodologies.  more...

Customer Loyalty Strategies and Measurement - Sales and Marketing ... of the program, participants will be able to: Understand customer satisfaction, retention, loyalty and measure them in a meaningful and systematic way. Include a profitability dimension to any customer loyalty strategy. Plan, manage and analyze impactful customer satisfaction surveys. Define customer segments, profiles and models for maximum strategic as well as tactical impact. Create  more...

Re-Engineering Your Organization A Road Map to Business Process Improvement - Quality and Productivity By the end of the program, participants will be able to: Understand the terminology and benefits of re-engineering. Distinguish between analysis from a functional view and a process view. Build an understanding of the approach and techniques to apply when processes need to be re-engineered. Maximize customer satisfaction by matching process design to customer needs. Redesign workflow and structure  more...

Total Quality Management TQM Tool Box for Continual Improvement Realize the importance of quality models. Understand TQM philosophy. Use TQM improvement tools to enhance customer satisfaction and improve processes within their organizations. Gain an understanding of other widely used improvement methodologies.  more...

Lean Principles Removing Efficiency Waste in Organizations Understand concepts and importance of lean organizations. Identify typical waste in organizations and the importance of such waste on organizations profits, competitive edge, and customer satisfaction. Recognize how lean concepts can directly address the elimination/ reduction of operating costs, cycle time, and non value-added activities. Know lean implementation methodologies. Develop an  more...

Customer Loyalty Strategies and Measurement ...customer satisfaction, retention, loyalty and measure them in a meaningful and systematic way. Include a profitability dimension to any customer loyalty strategy. Plan, manage and analyze impactful customer satisfaction surveys. Define customer segments, profiles and models for maximum strategic as well as tactical impact. Create Customer Value Propositions that work. Understand loyalty  more...

Re-engineering Your Organization A Road Map to Business Process Improvement Understand the terminology and benefits of re-engineering. Distinguish between analysis from a functional view and a process view. Build an understanding of the approach and techniques to apply when processes need to be re-engineered. Maximize customer satisfaction by matching process design to customer needs. Redesign workflow and structure successfully within the business.  more...

Total Quality Management TQM Toolbox for Continual Improvement ' This program is designed for Individuals, managers, supervisors and all those who are engaged in TQM implementation and improving organizational performance. This program is worth 25 NASBA CPE?s. Understand the importance of quality models. Understand TQM philosophy. Learn to use TQM improvement tools to enhance customer satisfaction and improve processes within their organizations.  more...

AT&T Certification for Managers The courses include lectures, case studies, individual & group discussion, assessment, calls simulation, video and audio tapes, energizers and games. Class size allows one-on-one interaction with the instructors and enables you to network effectively with colleagues and industry peers. These courses will help you better strengthen your coaching skills and team development techniques as you  more...

Customer Loyalty and Retention Program ... detailed program, you will learn about each facet of the customer satisfaction measurement process, from determining objectives and cost justification through design, execution, and application of the results to your organization's customer relationship management operations. You will also have the opportunity to begin work on a real customer satisfaction survey, if you are about to embark  more...

Customer Relationship Management ...y and applications will notice a large increase in sales, customer satisfaction, and simply the overall success of the business. Key Learning Objective and Outcomes: By the end of this program, participants will have been able to: Understand CRM definitions and concepts Realize why CRM is essential to the future of your company Understanding of the latest strategies that  more...

Customer Loyalty and Retention ...ent. Program Duration: 2 days Program Overview: Customer satisfaction is WORTHLESS, customer loyalty is PRICELESS. Loyal is the most difficult of the customer service goals to achieve. But once you have it, you have something your competition will never have. This two days workshop is your goal to realize that "satisfaction" is the lowest level of acceptable service; you at once  more...

Complain Handling and Resolution Complain Handling and Resolution Target Audience: All staff in customer service environment. Program Duration: 2 days Program Overview: Todaya ™s workforce is experiencing job burnout and complaints in epidemic proportions. Workers at all levels may face complaints about a situation, a process, a person or people. The important thing for an organization to have a formal  more...

AT&T Certificate for Call Center Team Leaders ...y in improved performance, increased sales and enhanced customer satisfaction. Let us help you make that investment with Educational Services, designed to improve the skills and a professional capabilities of your Contact Center and agents. Here s a five days solution that will instantly improve your Team Leader performance. The overall approach is to address core competencies and  more...

AS9100 Revision C Process and Added Value Internal Auditor ...importance of meeting customer requirements and achieving customer satisfaction PUBLIC COURSE SCHEDULE (locations and dates): November 8-10, 2011 - Houston, TX - this course is confirmed to run with a special low price of $1, 395 per person January 24-26, 2012 - Houston, TX February 14-16, 2012 - Toronto, ON March 13-15, 2012 - Rochester, NY April 17-19, 2012 - Charlotte, NC May  more...

ISO 9001 Process Added Value Internal Auditor ...importance of meeting customer requirements and achieving customer satisfaction. * An understanding of the continual improvement aspects of the quality management system and where to apply them. * Knowledge of the principals of process auditing. * An understanding of the need for clear knowledge of the organization's defined processes, their sequence and interaction. * The ability to  more...

KT ITSM Problem and Incident Management Workshop The "nuts and bolts" of ITIL ® Problem and Incident Management in IT Operations Incident and Problem Management are at the heart of customer support and are essential to organizations transitioning to ITIL V3. Reduce Time-To-Close, increase First Time Fix rate, reduce No Fault Found, increase Customer Satisfaction and lower operating costs of your customer support center. Heralded as  more...

Human Resources Management This course is designed for all managers who relay on their personnel performance to improve their ability to achieve customer satisfaction and their business goals. This is an interactive course where the participants are expected to share their experiences and thoughts with the tutors. The course will include role playing session for each employee category to emphasize course objective.  more...

Business Process Reengineering ...erformance indicators like cost, quality, cycle time, and customer satisfaction. The latest information technology is implemented in new designs to provide breakthrough results in the vital performance measures. BPR has gained, over the past decade, wide acceptance as a result of its documented successes. It is proven to be the best response to fierce competitions, demanding customers, and fast  more...

ISO 10002 Guide for Customer Handling ...d unhappy customer. ISO 10002: 2004, Quality Management - Customer Satisfaction - Guidelines for Complaints Handling in Organizations, the standard is complete enough for stand-alone implementation, or in support of other quality management and customer satisfaction tools, including Customer Relation Management and Six Sigma. The standard gives complete guidance - including principles, issues  more...

Customer Service Excellence A course designed for front office personnel and all staff dealing with customers to improve their ability to achieve customer satisfaction. This is an interactive course where the participants are expected to share their experiences and thoughts with the tutors. The course will include role playing session for each employee category to emphasize course objective.  more...

Ensuring Customer Satisfaction * Introduction to Customer Service * Calming Upset Customers * Internet Customer Service Skills  more...

DISC Certification Training ... a Survey Platform o Organisational Culture Survey o Customer Satisfaction Survey o Produce customised or original surveys using the Extended DISC Survey Platform You should attend if you are a manager, internal or external consultant, educator, coach, counsellor, trainer, mediator or are interested in understanding human behaviour to improve performance. Content Outline: DAY ONE  more...

Training on Customer Satisfaction Asktenali. com - HRD Trainers and Consultants A premier training organization offers training solutions for corporate organizations. The HR Training Division has expertise in all spheres and is providing HR Training solutions to a number of Global and Indian organizations especially on soft skills and development of leadership qualities. Asktenali. com is your perfect choice for your training  more...

Team Building Program Accountability and Team Cohesion ... of the process is leading to loss of customers and lower customer satisfaction. The team needs to communicate accountability and take responsibility as a unit for actions. Additionally some of the younger members are in need of leadership development. By developing the leadership of the younger members the team can ensure that it will be an effective and healthy organization for many more  more...

Customer Service Excellence This powerful 4-8 hour workshop will give your staff more than just the foundation on providing good customer service. It will give them the motivation, desire and ownership to satisfy your customers with excellence, that's why we sub-titled this workshop "From the Inside/ Out." Goals Know why providing good customer service is critical Build a model describing excellent and awful  more...

Customer Service Excellence This powerful 4-6 hour workshop will give your staff more than just the foundation on providing good customer service. It will give them the motivation, desire and ownership to satisfy your customers with excellence. Goals Know why providing good customer service is critical Build a model describing excellent and awful customer service Determine customers' standards for  more...

How to Effectively Manage and Control Quality in Products and Services ...n organizations focus on these core principles: achieving customer satisfaction, striving for continuous improvement and encouraging the full involvement of the entire workforce. Because these principles are different from traditional management practices, many companies may be employing outdated work methods that rob their company of greater profits that the quality management principles can  more...

Martine Devos' Certified Scrum Product Owner ...earn how to leverage Scrum to optimise value creation and customer satisfaction, then this is the course for you. The course will cover Scrum roles from Product Owner, Team to ScrumMaster. There will also be a range of group based and individual exercises to test your agility, in preparation for transferring what you learn to your current role. On completion of the course you will obtain  more...

Inside Selling Skills Module 27 In this session, participants will discover many of the essential skills, qualities, behaviours and traits that will increase their ability to service their clients in a professional and profitable manner. You will learn how to properly greet incoming callers and walk-in customers in order to make a connection, build rapport, earn their confidence and trust. Suited for those who want to learn how  more...

Customer Satisfaction Servicing Customers on the Telephone ... * Learn the difference between customer Service and customer Satisfaction. * Master the invaluable tool of Active Listening by hearing and interpreting what customers say and don't say. Learn how to deal with difficult callers and deal with information despite the manner in which it was communicated. * Recognize forbidden phrases and reword negative statements. * Monitor  more...

Contact Center Manager Certification Training * Learn and practice new concepts and techniques for dealing with people, tools, and operations more effectively in a management and leadership capacity. * Broaden your understanding of the unique challenges of managing a contact centre most effectively in a customer service environment and learn new ways to bring about change despite resistance. * Acquire access to unique tools and  more...

Client Care Representative CCR Certified Training Program 2 Days ... a team environment 2. Reduce agent turnover 3. Improve Customer Satisfaction Here are some of the skills most needed to be coached and trained: 1. How to control a conversation, so it doesn't drag on needlessly 2. How to identify the needs of the caller 3. How to handle angry callers 4. How to project the intention 'to help' the caller 5. How to be honest with the caller 6. How to  more...

Quality for Project Managers - nexient Learn How To: Integrate project quality management into the entire project life cycle Use five steps to plan effectively for project quality management Use five steps to assess and improve your organizationa ™s current quality capabilities to ensure that projects will meet specified quality standards Ensure customer satisfaction by monitoring results using project quality control tools  more...

ITIL V3 Capability Course SOA - Service Offerings and Agreements ...uired to navigate these waters towards the safe harbor of customer satisfaction and continual service improvement. Embedded into the five (5) day SOA course is our unique virtualization, Living the Lifecycle . Woven through all of ITSM Academy's ITIL V3 Certification classes, this virtualization brings V3 processes and concepts to life. Within a virtual business environment, as a group,  more...

New Product Development ...ncluding increased revenue, operational efficiencies, and customer satisfaction. We present the five phases of the Stage Gate process, a core team approach to project team organization, development tools, speed techniques, and technology management fundamentals. These proven concepts are easily transferable to any industry involved in introducing new products to the marketplace. New Venture  more...