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Course Overview
This course
teaches the critical skills to recognize, reward, and reinforce
top-quality service performance, close the gaps between customer
expectations and service performance, use customer feedback to
improve products and services, and stay competitive in any industry.
Everyone is
aware of the importance of satisfying customers, however, how do you
measure their satisfaction? This course teaches how to measure
quality and customer satisfaction : what to measure, when to measure
it, how to measure it, how to analyze the data, and what to do with
your results. Employees from all parts of an organization will
benefit from this knowledge, from the business owner to the
front-line supervisor to the customer contact employee.
International
Curriculum
Thomson Series: Cengage
Learning delivers highly-customized learning solutions for colleges,
universities, instructors, students, libraries, government agencies,
corporations and professionals around the world.
Course Outline
Introduction
Part 1: Customer SatisfactionWhat Is Customer Satisfaction?
The Costs of Poor Service and Poor Quality
Developing a Customer Service System
Five Techniques to Implement Superior Service Quality
Part 2: Measuring Quality and Customer Satisfaction
Why We Measure Quality and Customer Satisfaction
The Benefits of Measuring Quality and Customer Satisfaction
Tools for Measuring Quality
Other Measurement Techniques
The Why and How of Quality Improvement and Customer Satisfaction
One Last Thought About Measuring Quality
Part 3: Researching Customer Satisfaction
Research Methods
Data Collection Techniques
Summary of Customer Satisfaction Measurement Techniques
Analyzing Results and Following Up
Part 4: Managing Customer Satisfaction
Managing Service Quality and Customer Satisfaction
Managing Customer Complaints
Strategic Customer Partnerships
Part 5: Appendix: Customer Service/Satisfaction Surveys
Sample Survey
Restaurant Survey
Hospital Employee Opinion Survey
Business Office Customer Satisfaction Survey
Hotel Customer Satisfaction Survey
Other Sample Inventories
Service Rating Scale
Customer Service Inventory
Customer Satisfaction Survey |
