The first step in any planning process for an organization should be the identification of key customers and stakeholders. Correct identification is essential because all activities should be based on fulfilling and exceeding the customer’s needs.

This 1-day course demonstrates how to identify key customers and provide the techniques to understand customer needs. The course describes methods for measuring customer requirements at all levels within the organization to enable the development of an organizational strategy focussed on the customer.

This course is applicable to both private and public organizations as the content reflects the considerable differences in customer / stakeholder satisfaction for both sectors.

Course Content

How to identify different customers, customer groups, and key stakeholders
The principles of customer service; tools and techniques to make your customers happy
Use a balanced scorecard to measure customer satisfaction
How to better understand your customer needs and requirements
How to translate your customer needs and requirements into technical and process specifications
How to gather, process, and communicate key metrics to ensure customer satisfaction
How to align organizational strategy with customer requirements
Multiple customer management strategies to help with a broad range of customers
Tools to help with customer retention and loyalty
How to anticipate customer requirements and priorities
Tools to predict customer requirements
How internal customers influence external customers

Who Should Attend

All employees, managers and quality professionals responsible for increasing the effectiveness of their workgroup or organization
Suitable for both the public and private sectors

Requirements

Note: This course is a part of the NQI certification curriculum
Leadership Excellence Program Linkage: NQI CEP® Level 3