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Provided by: Simons-White & Associates, Inc. Beyond Customer Satisfaction To Customer Value |
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Training
Provided by Simons-White & Associates, Inc.
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
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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...
