Expected Accomplishments
Develop strategies and tactics to better serve customers
Design and employ assessments for gathering customer opinions
Understand customers’ wants and needs and integrate them into desired organizational and operational outcomes
Develop and implement systems of customer-based outcome measures and related employee recognition systems
Cultivate a culture that centers on the customer
Course Outline
Advice on customer service needs
Customer driven organizations
Meeting changing conditions
Meeting your market
Stakeholders
Achieving 100%
Teams and customer focus
Support implementation of customer service strategies
Reasons for buying
Bundling
Impressions
Purchasing choices
Purchasing behaviour
Value adding and relationships
Innovation and value adding
Customer loyalty
Evaluate and report on customer service
Measuring success
What do you measure it against?
Formal and informal surveys
Feedback
Complaint management
Customer complaints
Responding
The value of your customers
Final sssessment
