COURSE NAME:Measuring customer satisfaction through TQM


UPCOMING EVENTS


START DATE END DATE CITY/COUNTRY PRICE Request
This course can be scheduled at your convenience, to request this course please click here
OBJECTIVES:

 

Provide you with a solid foundation for keeping your customers happy and continually buying from you. This should be the aim of every organization. The lifetime value of your customer should be your primary concern

 

  • You will learn the appreciation of the lifetime value of your customers with real figures pertaining to your organization
  • You will understand what customer satisfaction is all about and what the needs and requirements are of your customers
  • You will have techniques and strategies to handle complaints effectively
  • You will know the difference between "telling" and "selling" with features v benefits
  • You will learn techniques of how to get a WIN/ WIN outcome with your customers
  • You will have a framework to work with to anticipate your customers needs and to eradicate potential problems and complaints before they even happen
  • You will be able to build up trust and effortless rapport with your customers
  • You will be able to spot sales opportunities a lot quicker and clearer with the help of some proven strategies
OUTLINE:

 

Improving your Communication Skills is the way to customer satisfaction

 

            - What is the perfect communication model?

            - Opening lines of communication with your boss, and other employees.

            - Communications (face-to-face) (listening, presenting, questioning, etc.).

-  Feedback to see how others see you (your boss, your office colleagues, other employees).

-          Basic guidelines in given feedback

-          Feedback in pleasant and constructive way.

-          How to give good feedback.

-          Non-Verbal Communication Skills

-          Exploring non-verbal communication.

-          Test your non-verbal communication skills

-          Why the smart secretaries master the art of listening well.

-          Differentiating good from bad listening.

-          The secrets to listening well.

-          Listening and empathy responding.

-          Listening skills- self evaluation.

-          General recommendations to improve communication skills.

How to achieve customers' satisfaction when building the Marketing Mix

1.      Product

2.      Price

3.      Promotion

4.      Place

 

Customer satisfaction is a Reflection of Employee Satisfaction

-          Handling customers and employees complaints   

-          I have a couple of abusive, manipulative customers. Nothing I've done seems to work with them, they're always yelling, complaining, and trying to get me to lower my prices. What can I do?

-          Because of circumstances beyond our control, we sometimes can't deliver our customers' orders on time. They get really mad. I'm not sure how to best handle them.

-          Responding to angry customers.

-          Understanding hostile customers

-            Perception is Reality...How do Your Customers Really See You?

Basic methods to get feed back from customers to ensure their satisfaction

-       Appreciative

-       Focus group

-       Interview design.

-       Listening

-       Questioning (face-to-face).

-       Survey design.

 

-Using satisfaction survey to achieve a competitive advantage in sales and marketing

-          Beat the competition

-          Improve loyalty

-          Gain market share

-          Reduce Costs

 

-          Measuring  Customer Satisfaction

-          Measuring The Seemingly Immeasurable: Knowledge Work And Customer Satisfaction) 

-          Why do customers get upset? And how to measure it.

-           WHAT To Measure

 

Building Customer relationship is a way to customer satisfaction

-          How can I keep in contact with my customers

-          Are there ways I can keep in contact with my customers without spending a lot of money

-          How do you keep track of your customers' information

-          My customers are from all over the world. Sometimes I have a hard time understanding what they want.

-          How can I keep my customers buying from me

 

WHO SHOULD ATTEND:

 

  • Any member of staff who has interaction with your customers
  • Sales people
  • Customer care teams
  • Sales and service advisors (phone or face to face) .
  • Marketing people.
DURATION:
    • 5 Day(s)
  •  


    The presentation is generally appealing to me. The dedication & devotion of the instructor are both laudable & admirable.
    Mohammed F. Alotaibi
    Sabic

    Really this course is important for any inspector, so I will recommended it for our employees. And thanks a lot!
    Ahmed Al-Yami
    Sabic

    You are doing excellent bringing such very talented instructor. Please keep it up.
    Ahmed Afifi
    Al-Zamil CoolCare

    I would like to appreciate you as well as the instructor for a good training due to the fact that the helping to gain new information about the types of valve with advantages and disadvantage as well. Many thinking.
    Zaki Ali Aldawood
    Sabic

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    Talal Saad AlHasawi
    Sabic

    ITC service was in overall excellent. Thanks.
    Wael M. Morsy
    Mobily

    This course was good and a nice guide to the PMP exam. Thanks.
    Yazeed Mohamed Mreki
    General Authority of Civil Aviation (GACA)

    It was good course & good preparation with excellent instructor. Thanks a lot.
    Faisal Mahdi Al-Qahtani
    Sabic

    It was a nice course to have. I suggest taking this course with the same instructor to other people. Thanks for the instructor for his kindness & helfull during the course.
    Abdul-Moniem Al-Humoud
    Sabic

    It is very important course, which enable us to improve our knowledge to work approaching our big account and can be recall us the key account. This is will support us to active result for the best of the Co.
    Mohammed Amjad
    Al-Suwadi Services

    The instructor is highly and technical knowledgeable in explaining all the subject in the course taken.
    Noel V. Garan
    Coldstorec Group Of Saudi Arabia

    Instructor was well prepared and knowledgeable I gain lot of useful information.
    Gulam Khan
    Saudi Aramco

    It was a good learning experience. Got to know the concept involved in key account.
    Muthuraman Nachiappan
    Al-Suwadi Services

    The instructor Mr. Ahmed Sabry has a very nice spirit.
    Salam Fakhoury
    Al Khodari Company

    It is very useful to us and increase our knowledge.
    Mohammed Rashed Afifi
    Al Khodari Company

    The course is excellent and helpful. It help me in organizing the work in more safe manner.
    Muzammil Hayat
    Al Khodari Company

    The instructor is very knowledge and hard working, his way of teaching is very good.
    Ibrahim Darwish
    Al Khodari Company