Description:

Customer loyalty means everything to your business. You need to make sure your customer experience meets and exceeds customers' expectations. This course follows the Six Sigma approach to improve customer service and experience to retain and grow your customer base. The course includes modules on defining an approach for measuring customer experience, collecting the data, analyzing the data, and making lasting improvements. Attendees will learn the concepts of Integrated Customer Experience System in depth.

Part of the course requirement includes an about 2 month duration project to make focused improvements to at least one customer Touchpoint within the organization with coaching from our trainers.

Topics include:

• Measuring organization's current state of service quality at customer Touchpoints using assessment techniques
• Identifying and analyzing appropriate customer satisfaction and loyalty data, drawing conclusions, and making recommendations for improvement
• Planning and implementing improvements from customer satisfaction and loyalty measurements and analysis to positively affect business results

Course Duration: 2 days

Audience:

Advanced practitioners who are tasked with improving customer satisfaction within their function and is ideal for leaders from quality, customer service, sales, or marketing functions.

Cost: $1,450 per person

Group discount available. Call us for special pricing.

This course can be provided at client's site. Contact us for more information.