Understanding and Measuring Customer Satisfaction

Course 1212 - 2 Days - 1.2 CEUs

$895 USD
$805 USD with 30-Day Prepay Savings
$447 USD for Third Attendee
$402 USD for Third Attendee with 30-Day Prepay Savings
Save 10% to 30% in our Customer Rewards Program


Key Session Topics

• Why measure customer satisfaction
• Who and What to measure
• Voice of the Customer (Knowing your customer)
• The Berry Service Model (Various gaps that can occur that influence overall customer perception)
• The Kano Model (There are distinct types of customer expectations)
• ISO 9001:2000 requirements for Customer Satisfaction
• Measurement techniques (surveys, focus groups, interviews, e-mail, internal measurement)
• Developing and deploying strategies to learn and act on customer perceptions

Dates, Locations, and Registration  

How to Register

You can register for a course in either of two easy ways:

• Call us at (800)374-3818.
• Click on a date in the table below and complete the online registration form.

Register online or call 800-374-3818.

9/11/2008 - 9/12/2008 Southbury, CT Heritage Southbury Conference Resort

If you have questions about this course, submit a Course Information Request or call us at 1-800-374-3818. To learn about the savings and instructional benefits of training five or more participants at your location, submit an On-Site Quote Request or call us at 1-800-374-3818. To learn how you can save 10% - 30% on course registrations with SAI Global as your preferred training provider, submit a Customer Rewards Request or call us at 1-800-374-3818.

Course Objectives
The importance of understanding your customers’ needs and expectations is critical to the success of an organization. Many organizations think they know what their customers want, but their knowledge is often incomplete or, even worse, off the mark. Once needs and expectations have been understood it is easy to meet them - or is it? Knowing what customers expect is the first step. Equally important is making the changes that enable your organization to meet customer expectations on a permanent basis.

The intent of this two-day course is to explore the principles of understanding and satisfying customer needs and common approaches used to determine customer satisfaction levels. The course utilizes a series of connected workshops to help participants build customer satisfaction program in their organization. ISO 9001:2000 requires organizations to understand their customers, and monitor information relating to their perception of your organization's goods and services. This course will prepare you to meet that requirement, but is not limited to ISO requirements. More importantly, it will prepare participants to improve bottom line performance, because if you are not meeting your customer’s requirements, someone else will.

Course Benefits
Upon completion of this course, participants will be able to:

• Understand what is required of ISO 9001:2000 in relation to customer satisfaction;
• Understand why determining what customers really think about your performance and doing something about it is critical to your bottom line;
• Describe common models used within business to link with customer needs;
• Understand which customers should be targeted for feedback;
• Understand what should be measured in relation to satisfaction; and
• Examine different approaches for gathering and analyzing customer satisfaction.

Who Should Attend

• Individuals that want to keep and grow their customer base
• Sales/Marketing/Customer Service/Quality Professionals
• Those who are actively involved with the implementation of the ISO 9000:2000 series standards
• Those involved with any type of customer satisfaction activities
• Those involved in Continuous Improvement activities
• Senior Management

Prerequisites
A basic understanding of who your organization's customers are.


What's Included in the Price
The course price includes:

• breakfast, lunch, and refreshments each course day -- special dietary needs are no problem
• a student manual developed by experienced instructional designers
• a copy of the standard (where applicable)
• forms, templates, and worksheets for use back at the workplace (for auditing and other applicable courses)
• certificates upon completion of course requirements

Hotels:
Although hotel reservations and accommodations are not included in the course price, we do secure discounted room rates for most of our courses.

Training at Your Location:
Please contact us at 1-800-374-3818 for information about on-site pricing.


Support from Registration through Certificate of Completion
At every step of the public course process, the SAI Global Customer Relations team is singularly committed to providing an unparalleled level of support so you can focus on the learning event instead of on preparations and logistics.

1. Once you register for a course by phone, by fax, or online, we send you a registration confirmation e-mail.
2. Approximately 3 weeks prior to the course, or if you register closer to the start date, we mail and/or e-mail you precourse materials, if applicable.
3. If any changes to course/hotel location occur, we contact you immediately.
4. Approximately 2 weeks prior to the course start date, we e-mail you a course reminder to confirm your attendance.
5. For the course itself, we provide everything you need to facilitate your learning experience.
6. At the conclusion of the course, the instructor submits test scores (where applicable) and other necessary paperwork to the home office for processing.
7. You receive a certificate of completion and confirmation of continuing education units (CEUs) earned.