Make trainee acquire the skills needed to measure customer satisfaction by managing customer complaints and proposals, managing focus groups, the skills needed to conduct satisfaction surveys and deal with their results.
• the customer's strategic position in today's world.
• determine the customer's real value.
• Customer relationship.
• determine the cost and loss and the cost of maintaining the customer.
• Customer satisfaction through outstanding service.
• measuring customer satisfaction through customer complaints and suggestions.
• Management of complaints (telephone complaints/face-to-face complaints).
• systematic methods of measuring customer complaints (through satisfaction measurement research).
• identify factors influencing customer satisfaction.
• measuring customer expectations.
• Measurement of performance.
• identify the gap between expectations and the customer.
• Handling measurement results.
• Managing focus groups to measure customer satisfaction.
• Managing Customer Loyalty
