The Customer s Voice

Ralph Waldo Emerson once wrote, "Make yourself necessary to somebody." In today's competitive marketplace, it's important to make yourself and your company necessary to a lot of "somebodys". Those somebodys are your customers. This course provides the tools to learn all that you can about your customers. The focus is on recognizing and ultimately anticipating customer expectations. There are any number of ways to hear "The Customer's Voice", but you have to know how to listen. Learn about the dynamics of client expectations, and the inconsistent, ever-changing nature of today's customer. How do customers judge our success? You'll explore the five key expectations dimensions, and you'll be able to assess your workplace in terms of meeting client needs. And you don't have to be James Bond to "gather intelligence" on your customers. By completing this course, you'll be able to master methods of compiling customer data and input. The final step in "hearing" your customer is creating compatibility. Explore how to align your services with each of your clients, and gain customers for life.

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Front line personnel, team leaders, and customer service managers

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Course Overview|Lesson Overview| - demonstrate awareness of the changing nature of customer expectations.|Service is in the Eye of the Beholder| - recognize the impact of perception on customer expectations and satisfaction.|Ever-changing Expectations| - describe the items that cause customer expectations to change over time.|Profiling Today's Customer| - differentiate between past and present profiles of customers.|Lesson Overview| - recognize the value of each of the five dimensions of customer expectations.|Dependability: Every Impression Counts| - determine whether a company has effectively demonstrated dependability to customers in a given scenario.|Quality: Product Integrity Speaks Volumes| - recognize the steps for evaluating product quality as it relates to customer service.|Responsiveness: The Customer Stopwatch is Ticking| - choose the actions that demonstrate responsiveness to customers in a given scenario.|Assurance: Guarantees Get Results| - determine whether an organization's assurances effectively meet customer expectations.|Empathy: A Little Sensitivity Goes a Long Way| - employ empathetic communication techniques while dealing with a customer in a given situation.|Lesson Overview| - recognize the critical importance of collecting input from the customer with regard to service expectations.|Socrates Revisited: Talk Less and Listen More| - use the key principles of the Socratic method to get customer input, in a given situation.|Drumming Up Data: Collection Techniques| - identify the data gathering method(s) that are appropriate for obtaining valuable customer feedback on service practices.|Establishing a Data Strategy| - determine the most appropriate data collection strategy in a given scenario.|Pitfalls of Collection Practices| - identify the common problems with collecting customer input.|Lesson Overview| - recognize the value of aligning his/her organization's services with the customers' expectations.|Managing Your Customer's Expectations| - identify the top three customer expectations.|Exploring Expectations Trouble-spots| - identify any problems that are consistently encountered and how they relate to the top three customer expectations.|Preparing for Problems| - use the procedures for resolving unmet customer expectations in a given scenario.|Creating Your Expectations Track Record| - determine whether a company effectively tracked customer problems in a given scenario.|

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