Now Is The Time To Take Action

This course is designed to introduce the fundamentals of customer service and satisfaction that apply to any product or service delivery system, and to apply these fundamentals to create more satisfied customers.

Our Goal:  To increase return and recommend behavior to identify and measure areas that effect satisfaction from the customer’s perspective and to continuously improve these areas wherever we can.

This course emphasizes improvement from three perspectives:

1)      Macro customer satisfaction issues for the entire organization

2)      Departmental satisfaction factors

3)      Individual employee efforts to increase satisfaction

• Identify, define and profile each distinct customer group you serve
• Understand the dynamics of the Customer-Supplier relationship
• Learn the difference between customer service and customer satisfaction
• Identify where you fit in the product/service delivery system
• Learn the 10 domains of satisfaction and how they apply in your business
• Understand the Customer Satisfaction Behavior Curve and the impact of your satisfaction scores on the customer relationship and behavior
• Predict your return and recommend rate percentage and how to improve it
• Apply each of the domains of satisfaction to your operation and brainstorm improvements down to an individual level
• Assign customer priority weightings to each aspect of customer satisfaction
• Contribute to an organizational plan for customer satisfaction improvement
• Develop a departmental plan for customer satisfaction improvement
• Develop an individual plan for customer satisfaction improvement
• Develop satisfaction measurements and monitor them for ongoing improvement
• Shift your organizational culture towards world class levels of satisfaction

Based on the seminal research of Bart Allen Berry captured in his book “What Customers Want! Fundamentals of Satisfaction for your enterprise”, participants will experience lecture and discussion, experiential exercises, and participatory brainstorming and development of their own customer satisfaction improvement process. Attendees receive a course workbook and supplemental digital resources.

Course runs from 9:00am to 5:00pm with an hour break for lunch.

9:00am             Welcome Introductions, Expectations

9:20am             Introduction to the Customer-Supplier Relationship

                        Profiling our customers

                        How does this customer relationship affect us?

9:40am             What Customers Want! - Introduction and discussion of the ten domains of customer satisfaction and how they affect our customers

                                    Quality

                                    Value

                                    Timeliness

                                    Ease of Access

                                    Environment

                                    Commitment

                                    Self-Management

                                    Efficiency

                                    Teamwork

                                    Innovation

11:15am           Internal Audit of Customer Satisfaction-  How do we score on these factors? 

                        Determination of our return and recommend rate.

                        Prioritization of Customer Needs

                        Findings and discussion

1:30pm             Improvement basics

Flow chart where you are in the delivery system

Addressing your top 5 customer satisfaction weaknesses

Brainstorming

Improvement Hypothesis

Implementation Plan

                        Organizational

                        Departmental

                        Individual

Measurement

4:30pm            Produce formal Customer Satisfaction

                        Improvement Plan

5:00pm End

For further information visit www.whatcustomerswant.org

WHAT CUSTOMERS WANT!

One Day Customer Satisfaction Workshop and Training

PROGRAM BENEFITS

Participants learn a new language, philosophy and awareness of customer satisfaction and learn to apply new learning to their immediate work environment for improvement in customer satisfaction.

Participants learn more beneficial ways to manage customer-supplier relationships:

v     Improving relationships with existing customers

v     Generating referrals from satisfied customers

v     Reducing the negative impact of dissatisfied customers

v     Competing more effectively in the marketplace

v     Reduced customer acquisition costs

v     Developing long term customer relationships

Participants apply the ten predictors of customer satisfaction to their individual, departmental and companywide product and service delivery processes and customer interactions:

v     Presenting the strongest quality characteristics of products and services compared with the best available

v     Reducing Mistakes/errors in product/service delivery

v     Presenting strongest value characteristics and long term value compared with competitor products and services

v     Providing more timely product and service delivery, minimizing customer time wasted and taking more time with customers where required.

v     Providing efficient product/service delivery in as few steps as possible

v     Creating a well clean, organized and professional environment as well as a welcoming psychological environment for customers

v     Creating high levels of accessibility to fulfill customer need for products, services, information or access to supplier representatives

v     Demonstrating best practice levels of courtesy, attentiveness, and serviceful attitude during all customer-supplier interactions

v     Demonstrating commitment to the customer and always treating them as the most important customer, including honesty in all dealings, up front notification of potential disappointment and taking responsibility when things go wrong

v     Working well with other departments as a unified and seamless system, to deliver products and services to customers and fulfill their needs

v     Demonstrating best practice technology, processes, and innovation to continually refresh the customer perception of dealing with a best practice supplier

Through this one-day customer satisfaction intensive process, each individual will learn ways to significantly alter personal interactions with customers, target improvements in processes and policies in their department and develop a plan for improving customer satisfaction organization-wide.

This program is particularly powerful when combined with actual external satisfaction study data which has been designed to mirror and include the predictor factors of satisfaction.

The Internal Audit Of Customer Satisfaction Practices will reveal the strengths and weaknesses of current customer satisfaction practices and presents analysis of return and recommend rates, preference and loyalty as statistical baseline metrics.  These metrics can be driven down to the department level in 50 specific competency areas with associated improvement plans developed for each.

Application of the knowledge and data presented in this program is guaranteed to raise customer satisfaction levels and potentially increase return and recommend rates, loyalty and preference with accompanying increases in business and profitability.