تفاصيل الدورة
Day One: Defining and appreciating the customer· Definition of customer
· Definition of customer service
· The internal and external customer
Day Two: Importance of the internal customer
· The need for motivated employees
· The need for qualified employees
· Silo mentality
· Destroying the silos
Day Three: Customer service as a strategic imperative
· From 'suspect' to 'partner'
· Going up the ladder
· The 'KANO' model
. 'Basic' attributes
. 'Performance' attributes
. 'Delight' attributes
· The customer centric organization
· Customer service as a strategic imperative
· The 7 practices of Customer-centric organization
Day Four: Customer satisfaction surveys and other vital tools
· Understanding your customers
· Importance of segmentation
· Principles of customer segmentation
· Focus groups
Day Five: Customer satisfaction surveys
· Key terms
· Major survey methods
· Questionnaire examples
· Customer survey guidelines
· Types of satisfaction surveys
· Basics of sampling
· Attributes to measure
· Customer satisfaction index
· 'RATER' in depth
· Service quality (servqual) gaps model تحديث بتاريخ 16 May, 2024
المتطلبات
There is no criteria for eligibility to attend this course. Although, English language knowledge is a must and business experience would be an advantage.
وظائف مناسبة لهذه الدورة
Executives , managers , Customer Care Coordinator , customer service managerاستفسر عن هذه الدورة
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