Learn the importance of using customer satisfaction surveys to measure and improve service quality.
Understanding your customers’ needs and expectations cannot be overstated. This knowledge should be the cornerstone of an organization’s overall direction and strategic business plan.
Customer feedback can be utilized to:
- Identify the changes needed to provide customers with greater value and positive experiences
- While strengthening relationships
- Determine your customers’ perceptions of your organization’s current performance
- Including a comparison to your key competitors
- Provide direction and standards of performance to your employees
- Drive enhanced profits and growth
However, designing and conducting an effective customer satisfaction survey involves a series of specific initiatives. This course will arm you with those best practices.
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Credit
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Agenda
| Why Bother to Survey Your Customers? | |
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| Determining Your Customer Survey Objectives | |
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| Identifying the Product and Service Attributes Most Important to Your Customers | |
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| Selecting Your Best Survey Methodology | |
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| Designing Your Survey Questionnaire | |
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| Developing Your Sampling Plan | |
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| Analyzing and Utilizing Your Customer Feedback | |
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Credit
More Program Information
Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Credits
Live Webinar Registration
- ASAP PACE 0.1
- This course is pre-approved through the American Society of Administrative Professionals (ASAP) for 0.1 CEU(s) towards your PACE Recertification.
- IAAP 1.0
- All education that aligns with the CAP Body of Knowledge can be used toward recertification. Lorman Education Services believes this course does align and should be counted toward recertification. Please visit IAAP's certification webpage to review recertification details and requirements. https://www.iaap-hq.org/page/CAP_Recertification. Course Length: 1.0.
OnDemand Course
This course was last revised on August 28, 2018.
Call 1-866-352-9540 for further credit information.
Who should attend?
This live webinar is designed for customer service managers and representatives, account managers, operations managers, technical and support representatives, and marketing and public relations managers.
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Faculty
Pete Tosh
The Focus Group
- Founder of The Focus Group, a management consulting firm that assists organizations in sustaining their profitable growth through enhanced Customer Loyalty
- Frequently creates and facilitates leadership development programs for organizations such as: the American Management Association, the Georgia Employers’ Association, Community Bankers Association, etc.
- Co-wrote Leading Your Organization to the Next Level
- Clients include manufacturing and service organizations across the U.S., Canada, Caribbean, Europe and the Middle East such as Exxon, Brink’s, EMC, State Farm Insurance, Marriott, N.C.I., Cracker Barrel, Seagram and YKK
- Prior to founding The Focus Group, he had extensive experience at the plant, divisional, and corporate levels — in the Human Resource and Customer Satisfaction fields to include the V.P. of H.R. and Quality
- B.A. degree in psychology, Emory & Henry College; master’s Degrees in both business administration and industrial psychology, Virginia Commonwealth University
- Can be contacted at 478-746-6891 or [email protected]
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Credit
More Program Information
Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
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