Course details
This two-day course is designed to help delegates understand the importance of a 'customer focused' culture, the concept of a proactive approach rather than a reactive approach to customer satisfaction and to help them contribute to the innovation of their organization's products and services.
The course addresses the process of identifying customer needs, those latent requirements that customers may not even know themselves but once discovered enable an organization to stay one product ahead of the competition.
Course dates
Please click on your preferred date to make a booking:
Course prices
| Member fee |
Non member fee |
| £495 excl.VAT |
£594 excl.VAT |
Why you should attend
- To identify who the customers are
- What are the differences between customer requirements (specifications), expectations and needs
- Identification of customer requirements (specifications), expectations and needs
- What are customer knowledge banks: obtaining, storing and sharing information to understand and define customers' requirements (specifications) and expectations
- To consider unsolicited feedback and complaints
- To respond to complaints/dissatisfaction and time factors
- Identification of needs and its relevance to innovation and sustainability
- Interviewing techniques to establish customer needs
- Transforming latent needs into product or service innovation
- Trials of new products or services
- Defining new concepts of delivery
- Establishing customer satisfaction policy, objectives and plans
- Assessing customer satisfaction
- Analysing data and ensuring accuracy of results
- Communicating results and time factor
- Management review of results versus policy and objectives.
Course style
The course is highly interactive and exercises and discussions will be run throughout the sessions.
- Tutor presentations
- Discussions and delegates' participation throughout
- Group exercises/workshops
- Using accelerated learning techniques.
Programme
Day 1
9.00 to 17.00
Day 2
9.00 to 16.30
Course tutor
Nina Abbassi is a highly skilled and expert quality professional. Subsequent to a successful career in quality management, Nina started her self-employment business in 1993. She is a trainer, consultant and internationally-renowned auditor. Being the Managing Director of Abbassi Ltd - a sought after consultancy company - has led Nina to become internationally recognized and her expertise is frequently requested by organizations such as the CQI.
Abbassi Ltd provides expertise in business improvement within the field of 'quality, environmental and social/ethical management systems' and the services include consultancy, training and auditing. These services are provided in the associated and relevant National and International standards/initiatives.
Nina is a senior CQI approved trainer and has been the CQI Training Business Support Advisor. Her experience and skills also encompass being a committee member of several standard development committees, including BSI SDS/1/1 Committee for the International Social Responsibility Standard ISO 26000, and she is also an IRCA reviewing officer for social systems.
Her experience means that Nina has worked in a range of organizations worldwide, not only as a consultant, trainer and auditor, but she is often also called upon by certification bodies and training organizations themselves to be their expert professional offering advice to other quality, environmental and social responsibility professionals.
CQI training courses
At the CQI we offer the very best in quality training for both experienced quality professionals and those completely new to the field. Our highly experienced trainers present a range of public courses covering a wide variety of topics, both introductory and advanced.
Fully flexible in-house training packages can be individually tailored to suit the needs of your organi\ation and are conducted on site at your premises by our experienced trainers. We can offer any of our public portfolio of courses in-house, as well as many other topics. Please contact us for more information or to discuss.
Contact CQI Training:
T: +44 (0) 20 7245 6696
F: +44 (0) 20 7245 6788
E: training@thecqi.org