Every business owner knows that systems are critical to business success, but when it comes to consistently satisfying customers, it is sometimes difficult to pinpoint exactly where things are going wrong. If your company finds it difficult to consistently satisfy, let alone delight, your customers this training is what you need. Participants will learn the key elements of customer satisfaction (for both internal and external customers) and evaluate the strength of their systems to deliver on these elements. The end result? A concrete plan of action that your team can take away from the training and begin implementing immediately to improve your service standards permanently.
Instructional Objectives:
The following topics will be covered:
- What is satisfaction?
- The key elements of customer satisfaction;
- Where satisfaction comes from;
- The price of dissatisfaction;
- Dissatisfaction as opportunity;
- Identifying barriers to customer satisfaction in your business;
- The common roots of poor or inconsistent service levels;
- The key drivers of consistent satisfaction; and
- Developing your action plan to systematize customer satisfaction in your business.
Measurable Learning Outcomes:
By the end of this course, participants will:
- Understand the key sources of poor service and customer dissatisfaction within their own company;
- Understand the key systems that drive consistently high levels of customer service and satisfaction; and
- Have an action plan to improve and sustain higher levels of customer service and satisfaction within their organization.
- Note: In 32 session program, participants will return quarterly to review the results of their action plan, add additional depth to their learning, apply the systematizing satisfaction framework to the challenges that emerged, and create a new action plan to optimize customer excellence in the coming quarter.