The LATEST in Business Performance Measurement …

Exclusively for those who are obsessed with customers …

"You cannot improve anything you cannot measure."  CSI (Customer Satisfaction Index), like financial indicators, such as ROI, ROE, etc., has become an essential measure of business performance.

Customers slip away quietly without companies realising it.  Businesses are lost to competition; Managements become aware only when it's much too late.  How can you be sure that this is not happening in your company?  Do you have an effective system to monitor customer satisfaction and service levels? 

In this 3-day Workshop,  YOU  WILL  LEARN to …

   MANAGE customer complaints

   PREVENT recurring customer problems

   UNDERSTAND customer psychology

   DESIGN effective questionnaires to IDENTIFY weak–performance areas

   ANALYSE customer survey data

   DEVELOP a Customer Satisfaction Index for your company

   DESIGN corporate infrastructures that are conducive to customer service

   Databasing/summarising complaint data for ACTION

   How can recurring complaints be prevented?

   How is Customer Satisfaction derived?

   How do expectations influence satisfaction?

   What determine expectation levels?

   Can customer expectations be MODERATED?

   Generally, what DO customers EXPECT?

   Impact on Profitability & Competitiveness

   Developing a Customer Satisfaction Index

   How will this index be different from other financial

      indicators?

   What questions should be asked?

   How to conduct/facilitate Focus Group discussions

   How can the list of questions be reduced to a few key/

       salient factors or attributes

   What kind of scales should be used?

   Designing your questionnaire to maximise response

       rates

   How to pick the right type of survey

   What sample size is required for statistical validity?

   Who should be picked for the survey?  

   Getting the most out of the data through

 intelligent analytical techniques

   Identifying opportunities for improvement

   Other uses for customer survey data

   What kind of organisational systems, infrastructure

 and people do you need to maximise customer

 satisfaction?

   How do the world's most renowned service excellent

 companies do it?