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Provided by: Simons-White & Associates, Inc. Beyond Customer Satisfaction To Customer Value |
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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 Statement that will ensure a customer focus
Create a model to identify internal and external customer & supplier requirements
Discuss measurements to define and improve current customer satisfaction levels
Understand the importance of customer responsiveness
Create a personal plan for moving from customer satisfaction to customer value
Who Should attend This Course:
Sales and Marketing, Design and Process Engineers, Quality Engineers, Supervisors, Production and All Individuals Who Interface With The Customer
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 Statement that will ensure a customer focus
Create a model to identify internal and external customer & supplier requirements
Discuss measurements to define and improve current customer satisfaction levels
Understand the importance of customer responsiveness
Create a personal plan for moving from customer satisfaction to customer value
Who Should attend This Course:
Sales and Marketing, Design and Process Engineers, Quality Engineers, Supervisors, Production and All Individuals Who Interface With The Customer
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Training
Provided by Simons-White & Associates, Inc.
- M asked: DURATION OF WORKSHOP
- C asked: I would like information on the cost per person to attend & any group rates. Also, if you offer on-site training courses. Thank you
- M asked: Do you provide public seminars?
- N asked: Kindly revert me more details Thank you so much Malaysia, Nanny
- J asked: Please send me the location schedule for this workshop for the calendar year and the cost associated with this workshop.
- J asked: I would like to know if i can attend this seminar in person? I have a concern about duration cost?
- G asked: Need to know : . When it will be starting . Where is the vanue . What will be the total cost Thanks
Beyond Customer Satisfaction To Customer Value
INTRODUCTION
PART I: DEVELOPING A CUSTOMER FOCUS
Step 1: Understanding Customer Value
Customer Driven vs. Traditional
Traditional Philosophy
Customer Driven
What Does Value Mean to the Customer
Components of Performance
Creating a Personal customer Focused Vision Statement.
Step 2: Defining Customer Requirements
Internal and External Customers
The Value Chain
The Kano Model Understanding
Basic, Performance and Exciting
Step 3: Measuring Customer Service & Satisfaction
Leading and Lagging Indicators
Internal and External Measures
Criteria For Selecting Measures
Guideline for Defining Customer Requirements
Step 4: Managing for Improvement
Documentation
Review System
PART II MANAGING CUSTOMER SERVICE
Basic People Skills
Reliable
Responsive
Reassuring
Empathetic
Communication Skills
The Three V s
Telephone Skills
Listening Skills
Handling the Difficult Customer
Structured Problem Solving
PART I: DEVELOPING A CUSTOMER FOCUS
Step 1: Understanding Customer Value
Customer Driven vs. Traditional
Traditional Philosophy
Customer Driven
What Does Value Mean to the Customer
Components of Performance
Creating a Personal customer Focused Vision Statement.
Step 2: Defining Customer Requirements
Internal and External Customers
The Value Chain
The Kano Model Understanding
Basic, Performance and Exciting
Step 3: Measuring Customer Service & Satisfaction
Leading and Lagging Indicators
Internal and External Measures
Criteria For Selecting Measures
Guideline for Defining Customer Requirements
Step 4: Managing for Improvement
Documentation
Review System
PART II MANAGING CUSTOMER SERVICE
Basic People Skills
Reliable
Responsive
Reassuring
Empathetic
Communication Skills
The Three V s
Telephone Skills
Listening Skills
Handling the Difficult Customer
Structured Problem Solving
About The Training Provider: Simons-White & Associates, Inc.
Simons-White & Associates, Inc. - Simons-White & Associates, Inc was formed in 1992 and is a provider of facilitation workshops, turnaround projects and professional development. Simons-White is an excellent team of approximately 40 subject matter experts that can customize programs to fit your exact needs. Our courses range from Process Failure Mode & Effects Analysis (PFMEA) and Six Sigma Black Belt certification to Time...
