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Training

Improving Customer Satisfaction

Course ID CFSATMEASURE
Format Classroom

Meet your customers’ needs. This course provides you with the tools to improve your organization’s service culture and transform your business into one that measures success based on customer satisfaction.


Improve your organization’s service culture, the customer experience, and your measurement and improvement of customer satisfaction. Tailor your approach to meet current objectives and foster changes that are more transformative in nature.

Course Data

  • CEU Hours: 1.4
  • Length: 14 Hours
  • ASQ RU: 1.4
  • Audience: New to Quality, Practitioner
  • Provider: ASQ - ILT
Course Overview

Learning Objectives:

  • Upon the completion of this course, you will be able to:
  • Understand crucial conversations to foster faster and more impactful change
  • Equip yourself with a strong foundation in research design for better survey practice
  • Learn tools to engage leaders and frontline into greater ownership of the customer experience

Prerequisites:

None

Who Should Attend:

Quality, marketing, or customer service leaders and managers of customer-focus and satisfaction measurement initiatives.

Outline
  1. Customer – Focus Foundations and Mindsets
    1. Terms and core concepts
    2. Mindset management
  2. Crucial Conversations to Foster Transformative Change
    1. Clarifying purpose and commitment
    2. Overcoming resistance to change
  3. Match CSM Approach with Culture and Purpose
    1. A checklist at 30,000 feet
    2. Exceeding the ISO 9001 Standard
    3. Project scope and resources
    4. Alternative designs and survey methods
  4. Customer Identification
    1. Types of customers
    2. Core vs. non-core customers
    3. Populations and samples
  5. Customer Journey Mapping
    1. Touch–points
    2. Moments of truth
    3. Mapping service delivery
    4. Exploring customer perceptions and expectations
  6. Identifying Customer Requirements
    1. Inside–out view
    2. Qualitative customer data (outside-in)
    3. Voice-of-the-customer (VOC) sources
    4. Quality Function Deployment (QFD)
    5. Critical to Quality (CTQs)
  7. CSM Survey Design and Management
    1. Questionnaire design
    2. Data collection
    3. Tabulation and analysis
    4. Reporting useful information
  8. Advanced Transformation Topics
    1. Mastering service delivery
    2. Fostering the service vision
    3. Setting expectations
    4. Visible management systems (VMS)
    5. Removing barriers to satisfaction
  9. Summary
Details

Format

This is an instructor–led, two–day course that is 16 hours long in total. Course starts at 8:30 a.m. and finishes at 5:00 p.m. each day. One-half hour break for lunch and short breaks in the morning and afternoon are included.

Materials Provided

Participants will receive the course workbook and a copy of Improving Your Measurement of Customer Satisfaction by Terry Vavra. A light lunch is provided, and participants will receive a certificate for 1.6 ASQ Recertification Units on completion.

Learning Objectives

Upon the completion of this course, you will be able to:

  • Understand crucial conversations to foster faster and more impactful change
  • Equip yourself with a strong foundation in research design for better survey practice
  • Learn tools to engage leaders and frontline into greater ownership of the customer experience

Who Should Attend

Quality, marketing, or customer service leaders and managers of customer-focus and satisfaction measurement initiatives.

Cancellation Policy
ASQ reserves the right to cancel or re-schedule courses and to change instructors. Please be advised that in the event of a course cancellation, ASQ is not responsible for airfare penalties or other travel related expenses you may incur.
  • If you need to cancel, we will refund your paid registration fee as noted below.
    • Requests for cancellations/transfers received at least 5 business days before the start of the course receive a full refund/transfer.
    • Requests received within 5 business days of the course starting incur a $150 processing fee.
    • After the course starts, there are no refunds or transfers.
    • Registrants who fail to attend without advance notice are liable for the entire course fee.
    • If you cannot find a substitute, we can transfer your course fees to another ASQ course of your choice.
  • You must successfully complete the entire course or program before IACET CEUs and a Certificate of Completion can be awarded.
Instructors

Enrollment Details

Format: Classroom
Format: Classroom

An instructor-led traditional classroom experience. Classroom-based instruction involves the highest level of instructor/student interaction. We offer classroom style training in two formats. See public and on-site.

02/15/2018 - 02/16/2018 Tampa ILT0061 FL US Jeff Israel English List: $899 Member: $799
06/13/2018 - 06/14/2018 Oak Brook ILT0038 IL US Jeff Israel English List: $899 Member: $799

GROUP TRAINING


ON-SITE TRAINING FOR YOUR ORGANIZATION.


ASQ’s customized on-site training programs are the cost-effective way for you to train employees on your schedule. Training on-site minimizes the cost-per-student, reduces travel expenses, and ensures that the content is specific to your exact needs.

5 Benefits of On-Site Training

  1. Expertise to your location: Saves time and travel expenses
  2. Convenient scheduling: Train groups of five or more
  3. Customizable courses: Training tailored to your groups’ needs
  4. Immediate results: Employees complete courses ready to apply what they’ve learned
  5. Value-add support: Instructors available to answer questions after session