Measuring and Managing Customer Satisfaction

Exclusively for those who are obsessed with customers …

"You cannot improve anything you cannot measure." CSI (Customer Satisfaction Index), like financial indicators, such as ROI, ROE, etc., has become an essential measure of business performance.

Customers slip away quietly without companies realising it. Businesses are lost to competition; Managements become aware only when it's much too late. How can you be sure that this is not happening in your company? Do you have an effective system to monitor customer satisfaction and service levels?

8 Habits of Quality People

The zillions of dollars that businesses pour into quality skills and systems training, will go down the drain, until and unless employees have the correct quality orientations and mindsets.

Because it is so intangible, there is a great tendency to underestimate the need for this crucial SOFT, intangible aspect of people development, and the effort required to nurture people with such mindsets. It is with the objective of helping industry fulfill this critical objective that I have written The 8 Habits of Quality People …

People must cultivate the correct mindsets and habits if they are to operate effectively as Quality ambassadors in their work place. The attitudes they bring to work and the way they deal with customers are guided by these mindsets and habits.

This workshop serves to reinforce conceptual understanding of the contents of The 8 Habits of Quality People with hands-on and experiential learning …

To find out how to register for the course, please email us.