Provided by: Serebra Learning Corporation

Discovering What Your Customers Want

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Training Provided by Serebra Learning Corporation

The data are in, and there's no doubt about it: The return on customer loyalty goes directly to your company's bottom line. Too often, however, organizations seeking to improve customer satisfaction and loyalty begin with a survey. To build a successful customer satisfaction system, you have to begin with the basics. When customer satisfaction programs begin with a survey, and not a plan, the result is frequently customer dissatisfaction. To overcome this risk, you must begin by developing a customer satisfaction system before you develop the survey. In this course, you'll explore the bottom-line payoffs for building customer satisfaction. You'll discover the elements of an effective customer satisfaction system. Most important, you'll learn how to discover what your customers want before you try to measure whether you're delivering it. Marketing executives, managers, and professionals with responsibility for customer satisfaction and loyalty, as well as all employees who contribute to the customer loyalty chain

Training Avaliability and Delivery

This is primarily online training
	This is an online eLearning or CBT training program
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Training Presented in:

English

Related Keywords: sales customer facing skills service measuring satisfaction discovering what customers want building system recognize benefits planning undertaking survey match three kinds criteria evaluate products appropriate examples each key elements effective satisfaction system analyze determine consequences one more missing elements given business scenario when complain recognize value learning customer complaints lost customers select responses most likely prevent loss complaining customer match key elements complaint-tracking purpose apply techniques making lost-customer interviews given business scenario applying critical-incident approach recognize values determining critical product service attributes as basis understanding expectations seque

Training Program Details

Audience

Marketing executives, managers, and professionals with responsibility for customer satisfaction and loyalty, as well as all employees who contribute to the customer loyalty chain

Topics

Objectives

recognize benefits of planning a customer satisfaction system before undertaking a customer satisfaction survey.
match the three kinds of criteria customers use to evaluate products to appropriate examples of each.
identify key elements in an effective customer satisfaction system.
analyze a customer satisfaction system to determine the consequences of one or more missing elements in a given business scenario.When Customers Complain
recognize the value of learning from customer complaints and lost customers.
select business responses most likely to prevent loss of a complaining customer.
match key elements of an effective complaint-tracking system with their purpose.
apply techniques for making lost-customer interviews in a given business scenario.Applying the Critical-incident Approach
recognize values of determining critical product and service attributes as a basis for understanding customer expectations.
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About Serebra Learning Corporation - Training Provider

Serebra Learning Corporation - Serebra Learning Corporation provides technology-based training solutions through a combination of Cortex, its proprietary learning management system (LMS), and a curriculum catalog with over 1,825 current courseware titles. Founded in 1987 (as FirstClass Systems, with a name change to Serebra in 2001), Serebra has over sixteen years" experience delivering e-learning solutions to both...

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