Customer Satisfaction

CUSTOMER SATISFACTION
The prime indicator of transformation success
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Achievement of service levels is only one dimension of performance. Customer satisfaction is a prime indicator of transformation success from the user perspective, contributing to modifications in service levels, and highlighting the need for continuous improvement.

Although many outsourcing contracts and internal provision agreements specify the administration of regular customer ‘pulse checks’ by independent third parties, most organizations ignore the requirement, to their detriment. This session will highlight the benefits of implementing a customer satisfaction feedback mechanism, and help managers set up an effective program.

This program will help managers:

• understand the vocabulary of customer satisfaction
• determine the appropriate use of customer service metrics
• identify the range of available tools
• determine what is necessary to measure – and when
• link the use of customer satisfaction indicators to performance pay and provider management
• translate customer satisfaction data into actionable change

Who should attend?
Transformation program leadership and shared services leaders.

This course is a 'Skills Development' session. Skills Development sessions focus on the tactical and experiential - "rules and tools" - that can be easily adapted and quickly deployed by corporate managers throughout the transformation process.

Training Partner: Tim Snaith, Customer Service Director, Prime Communications

Enquire about this course by contacting Elisabetta Favero +32 2 7779672 or write an email to elisabetta.favero@sharedxpertise.org