Improving Customer Satisfaction
Choose this course because: “you’ve got the results of your customer satisfaction survey and need to know - what now? Following a stepby-step process, you’ll learn the very best approach to boosting customer satisfaction, giving feedback and common pitfalls to avoid.”
View Course Content (click here)
You will learn to:
- Set realistic targets for what you want to improve
- Prioritise the improvements you intend to make
- Engage senior management and get people within the organisation involved
- Feedback your results to customers and employees (includes examples of what other companies have done)
- Collect ideas and develop action teams with colleagues
- Make customers notice the improvements you are making
- Link customer satisfaction to complaints and other KPIs
- Maintain the focus and work towards remeasuring your customers' satisfaction
Course Content:
Part 1: A starting point
- Basic CSM results
- Setting realistic targets for improvement
- Can improvement be a linear progression?
- When should you start seeing results?
- Focus on prioritising
- Segmentation
- Which customers do we want to satisfy?
- Linking to action plans
Part 2: Taking action
- Identifying the key moments of truth
- Achieving cultural change
- Engaging senior management
- Benchmarking best practice
Part 3: Feedback
- To employees & customers
- What to include
- Some strategies
Part 4: Involving employees
- Feedback workshops
- Brainstorming & Action teams
Part 5: Involving customers
- Crack problematic action points
- Focus groups
- Brainstorming
- Active partnership with key clients
- Ongoing communications
- Making customers take notice
Part 6: Integrating other performance strategic measures
- Complaints
- Other KPIs as an indicator
- Links to performance
Part 7: Maintaining the focus
- Tracking progress
- Remeasurement
- Frequency of survey
- Progress towards targets
- Customer Satisfaction related pay
- Morale
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Book this course now
Book this course now
"Really relevant and has given me a lot of tools to use in practice and to present to management, staff and customers - very impressed"
Cheryl Cain
Marketing Manager - Poppers Senco