Stimulating Customer Delight

Aims:

To provide a platform that closes the gap between customer service provision (as viewed by the organisation) and customer expectation.

To investigate methods of creating delight in your customers that can build into lasting profitable relationships.

Objectives:

By the end of the course delegates will be able to:

·        Identify areas in your organisation where service gaps exist

·        Create an action plan to improve service delivery

·        Outline way to overcome customer problems in your organisation

·        Understand the need to deal more effectively with customers

·        List the methods used to identify customer satisfaction

·        Outline ways to stimulate customer retention and build loyalty

·        Create effective customer satisfaction programs

·        Identify the benefits of monitoring service provision and giving feedback within the organisation

Half Day Course Programme:

1.      Evaluating customer feedback

2.      Generating customer service research – questionnaires etc

3.      Measuring service delivery with best practice

4.      Customer focused communication

5.      Internal marketing

6.      Performance – importance analysis

7.      Service delivery action plan

8.      Planning customer satisfaction programmes

9.      Delegate case studies

10. Open forum