Creating a customer focused culture
This 2-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 organisation'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 enables an organisation to stay one product ahead of the competition.
Course content
- Identification of who the customers are
- Differences between customer requirements (specifications), expectations and needs
- Identification of customer requirements (specifications), expectations and needs
- Customer knowledge banks: Obtaining, storing and sharing information to understand and define customers' requirements (specifications) and expectations
- Considering unsolicited feedback and complaints
- Responding to complaints/dissatisfaction and time factor
- Creating a customer focus culture
- Looking to the future: Importance of identification of needs and its relevance to innovation and sustainability
- Interviewing techniques to establish customer needs
- Transforming latent needs into product or service innovation
- Trailing new products or services
- Defining new concepts of delivery
- Establishing customer satisfaction policy, objectives and plans
- Assessment of customer satisfaction
- Knowing what is important to the customer
- Discussions of various approaches and methodologies for monitoring customer satisfaction
- Analysis of data and ensuring accuracy of results
- Internal communication of results and time factor
- Management review of results versus policy and objectives
- Survey results feedback to customers
- The next steps
Who should attend?
Individuals with direct or indirect responsibility for customer satisfaction and for monitoring and measuring the customer satisfaction in a proactive way to enable them to contribute to the innovation of their organisation's products and services.
Course style
- Tutor presentations
- Discussions and delegates' participation throughout
- Group exercises/workshops
- Using Accelerated learning techniques
Course timetable
Day 1
9.00 am to 5.00 pm with 1 hour lunch and 2 coffee breaks (am and pm)
Day 2
9.00 am to 4.30 pm with 1 hour lunch and 2 coffee breaks (am and pm)
Pre course requirements
No specific knowledge or skills are required.
Venue
All courses are run at our headquarters near Hyde Park Corner in London. See Inside the CQI for more information about the venue.
Book now
It can be used to support your application for CQI corporate membership using the experiential route. Apply the acquired skills and the knowledge in your workplace and use the outcomes as evidence of competence.