Systematizing Satisfaction

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.

Assessement Methods:

Our instructors are continuously assessing the student’s comprehension and ability to apply their learning through assignments, case studies, and interactive classroom activities that check for understanding. This is crucial in today’s fast-paced business environment as each new skill participants not only learn, but are able to apply in the workplace will have a huge positive impact on the business’s ability to thrive. Unlike structured public courses at colleges and universities that provide more general knowledge and must follow a rigid timeline, our on-site group training format allows our instructors to take the time to ensure that participants are able to take the skills and knowledge they gain in class and apply it to their unique situation to get the results they want in their work and business. We assess the student’s learning and progress using the following methods:

  • Application assignments for in between each training session to apply what was learned in their role in the business. (These assignments are sent in to the instructor in between each session so that the instructor can review them and provide further feedback if the student has not completed the assignment correctly.)
  • Interactive exercises, questions and discussion during the training sessions to ensure that the student understands how to apply the concepts in their role and/or business.
  • Student self-evaluation of their learning at the beginning and end of the program. (This is a brief 5 minute paper survey that the student takes at the beginning and end of each module to provide them with a measure of the knowledge they have gained from the training).
  • (Note: Our instructors are always available via phone and e-mail in-between training sessions should students need assistance with their assignments. This ensures that students are able to complete assignments and be fully prepared to build on their learning in the next session.)

This program builds competencies in the following areas:

Duration: 8 Hours, 32 Hours

Format: Entrepreneur Training, Group Training, One-on-One Training