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Day 1
Quality & Customer Satisfaction (CS)
Impact
of CS on Profitability & Competitiveness
Repercussions
of customer dissatisfaction
A
Model for Customer Satisfaction
Understanding customer psychology
Customer Expectations - how are these set? when are they
met?
Requirements vs needs vs wants vs expectations
Do you really know what your customers need/want?
Customers are ALWAYS right?
Customer focus : What it means
The absolutes of Quality Mgmt
Are you your boss’s customer
or is your boss your customer?
Building an internal customer culture: Service is NOT
exclusively the business of
frontliners!
“Smile training” vs true Customer Service training
Day 2
A workable Model for building service-oriented
organisations
Designing Performance Indicators
Building quality cultures : Critical success factors
Quality Awards
Motivation for change
Paradigm shifts
How companies with world-famous reputations for Service
excellence DO IT
Target
Audience
This program is
pitched at a high level - for the
Senior Managements
of organisations which are truly committed to Quality and
Customer Satisfaction, because what we are going to share with
you are strategic, for those with the power to change their
organisations …
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