Techniques for Measuring Customer Satisfaction
You need this course if …
» you are responsible for deciding your organisation’s approach to monitoring
and measuring customer satisfaction
» you need to improve your customer satisfaction data to benefit your business
You will learn …
» to define customer satisfaction and identify the benefits of managing
your customer relationships
» the importance of having clear measurement objectives
» to apply a customer satisfaction measurement framework incorporating a variety of
measurement methods
» how to interpret the results from measurement to prioritise and focus
change and/or improvement
» how to manage complaints effectively with reference to ISO 10002 -
Guidelines for complaints handling in organisations
Your future development …
» Process Mapping and Improvement
» Effective Performance Measurement
» Introducing the EFQM Excellence Model
» EFQM Excellence Assessor Training
Course length
One day
Cost per delegate (exc VAT)
£385
Course dates Area
23 Sep 2008 Stratford-upon-Avon
Book this course
17 Nov 2008 Reading
10 Feb 2009 Chapel Brampton
Five or more delegates?
Click here to view our In-Company Options
03 Jun 2009 Reading
www.lrqa.co.uk/training
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