Measuring and increasing clients satisfaction

Objectives: Understanding the principles, tools and process of measuring and increasing customer satisfaction in organizations, in order to improve the quality of processes and products / services and optimize the functioning of companies as a whole.

Target audience: Staff with managerial activity, at medium or senior level, from financial or production companies and repairs / services, - engineers, economists, industrial managers, consultants involved in customer relationship management within the various departments of a company.

Duration: 2 days + consulting / coaching to solve practical problems, depending on the client's option

Training agenda:

• "Customer Voice" (VOC) - an essential element in business success
• Methods of researching customer preferences
• Customer segmentation
• Kano model and analysis
• Measuring customer satisfaction - various approaches
• Net Promoter Score - the acid test for customer satisfaction
• Methods to increase customer satisfaction
• Discussions. Examination. Closing the course

Trainer:
Over 15 years of experience in customer relationship management, improving product quality and optimizing processes in industry and services.

For more information, please contact us.