Measuring & Managing For Customer Satisfaction
Never Assume. Know What Really Matters To Your Customers Before You Lose Them.
Customers are quietly slipping away without companies realizing it. Businesses are lost to competition and Management becomes aware only too late. Yet a frequent mistake organizations repeatedly make is to focus improvement efforts on what managers or employees assume is important to customers.
The key is to continually find out what makes our customers successful and focus on improvements that really matters to them. The key is also to remain relevant with the changing demands of customers and dynamics of the marketplace, and be keenly aware of the competition.
Come learn how we can prevent this and what effective system of monitoring customer satisfaction and service level is needed.
OBJECTIVES
This course aims at helping participants to:
- Understand how market share is won and lost
- How to set up a system to manage feedback
- Understand customer behaviour
- Use analytical tools
- Develop the appropriate service standards
TESTIMONIAL
“This course is very enlightening and helpful. I never realised that obtaining accurate customer feedback is not as straight forward and that it can point the way to badly needed improvements for higher customer satisfaction.”
K S Chang, Regional Director Logistics, EGL
P.S. To find out more about this programme, contact us NOW for our 2-day workshop at contact@quartonmanagement.com or robertchew@quartonmanagement.com. Alternatively, you may also call (65) 9672 8103.
