Customer Satisfaction Training
Generating and utilising customer feedback
B2B Customer Satisfaction - techniques which will improve the gathering and use of customer feedback
This course is part of ISO 9001 series of training events but these customer satisfaction principles can be applied to any organisation with business to business relationships (B2B) with its customers.
All businesses need feedback from their customers; most do so informally while others have a more formal approach. Alarmingly some customers rely almost exclusively on customer complaints as a means of gaining customer feedback! A more structured and systematic approach to gathering customer feedback and measuring customer satisfaction should be a key aim for any business as this provides vital information to:
- improve customer relationships and customer retention
- increase selling opportunities
- drive improvements which are valued by your customers
The most important feature of a structured approach to measuring and improving customer satisfaction is that the process must have some value for your customer; asking your customer to continually provide feedback for which they see no tangible benefit has no value to your customers. Your customers normally show their displeasure by avoiding your attempts to gather the customer satisfaction data.
The Batalas customer satisfaction training course provides delegates with a range of techniques to gather customer perceptions of both a quantitative and qualitative nature. The techniques can be designed for your own environment and implemented by you and your staff. We show you how to gather the information and how to analyse and implement improvements targeted at both individual customers and your entire customer base. And the last element is using this customer satisfaction information as an opportunity to communicate to staff and customers (existing and potential).
Course Content
- Customer satisfaction measurement techniques
- Setting the objectives for customer satisfaction measurement and improvement
- Identifying the best customer satisfaction techniques for your organisation
- Techniques for improving response rates - achieving 100% response from customers
- Improving the quality of customer feedback
- Customer satisfaction and customer relationship management
- Designing the customer satisfaction process
- Identifying the customer issues that matter
- Understanding what your organisation does well
- Benchmarking performance against others
- Utilising customer feedback
- Achieving quick wins
- Feeding the organisation's improvement activity
- Providing feedback to existing customers, staff and potential customers
- Recognising and rewarding staff for excellent service
- Repeating the process
In-company training courses
For 4 or more delegates an in-company course can be cost-effective. In-company customer satisfaction measurement courses can be tailored to your own requirements. Our training advisors can provide more details on the options available to your organisation.
More information
Associated courses
The following training courses are closely associated with this customer satisfaction measurement training course.
| Process Improvement |
The Batalas Process Improvement training course features process mapping, identifying process improvements and implementing the changes necessary to realise the benefits. |
| LEAN |
Our LEAN awareness event demonstrates the principles of LEAN and the tools and techniques used to achieve success. |
| Six Sigma |
Our 6 Sigma event provides an insight into the Six Sigma methodology and the type of applications where it is most effective as a performance improvement methodology. |
| Value Stream Mapping |
Value Stream Mapping training is aimed at senior and middle managers who wish to understand the value chain within their organisation and where opportunities for improvements are greatest |
| 5S (+7 Wastes) |
The 5S (or CANDO) training course provides the steps necessary to re-organise the workplace to improve efficiencies |
| Work Measurement |
Batalas provides Work Measurement training courses which enable staff involved in performance improvement to evaluate and quantify changes and improvements to work methods and business processes |
| Overall Equipment Effectiveness (OEE) |
Our OEE training course provides an approach to measuring and improving equipment effectiveness |
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