OptimaTrain

Measuring Customer Satisfaction

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    Description:

    The course was designed to cover critical business and professional development topics in the shortest time possible. With a wealth of hands-on exercises, the course keeps you engaged and help you retain critical skills.

    After completing this course, you will have the critical skills to recognize, reward, and reinforce top-quality service performance, close the gaps between customer expectations and service performance, use customer feedback to improve products and services, and stay competitive in any industry. Everyone is aware of the importance of satisfying customers, however, how do you measure their satisfaction? This course walks you through measuring quality and customer satisfaction by teaching you what to measure, when to measure it, how to measure it, how to analyze the data, and what to do with your results. Employees from all parts of an organization will benefit from this knowledge, from the business owner to the front-line supervisor to the customer contact employee.

    Duration: One day

    Table of Contents:

    Introduction

    Part 1: Customer Satisfaction
    What Is Customer Satisfaction?
    The Costs of Poor Service and Poor Quality
    Developing a Customer Service System
    Five Techniques to Implement Superior Service Quality

    Part 2: Measuring Quality and Customer Satisfaction
    Why We Measure Quality and Customer Satisfaction
    The Benefits of Measuring Quality and Customer Satisfaction
    Tools for Measuring Quality
    Other Measurement Techniques
    The Why and How of Quality Improvement and Customer Satisfaction
    One Last Thought About Measuring Quality

    Part 3: Researching Customer Satisfaction
    Research Methods
    Data Collection Techniques
    Summary of Customer Satisfaction Measurement Techniques
    Analyzing Results and Following Up

    Part 4: Managing Customer Satisfaction
    Managing Service Quality and Customer Satisfaction
    Managing Customer Complaints
    Strategic Customer Partnerships

    Part 5: Appendix: Customer Service/Satisfaction Surveys
    Sample Survey
    Restaurant Survey
    Hospital Employee Opinion Survey
    Business Office Customer Satisfaction Survey
    Hotel Customer Satisfaction Survey
    Other Sample Inventories
    Service Rating Scale
    Customer Service Inventory
    Customer Satisfaction Survey

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