PT207: Managing
Customer Excellence

This practitioner level customer excellence training course covers identifying customer/stakeholder requirements to deliver customer excellence.

Level: Practitioner
Course duration: 24 hours indicative (6 Weeks)
Classroom Based or Distance Learning Course
Minimum of 4 delegates for In-House Training

Course Content

  • Requirements for a customer-focused organisation:

    • The organisation as a system

    • Organisational processes for listening to the external environment, including SWOT and PESTEL

    • Relationship to strategy development and stakeholder analysis

    • Relationship to strategy deployment (Hoshin-Kanri) and quality objectives

    • Customer requirements for process-based approach, product and service quality planning and improvement

    • Requirements of ISO 9001 for customer focus

    • Concepts of supply chain excellence

  • Establishing customer requirements:

    • Identifying the customers

    • Understanding the different types of requirements

    • Construction and use of the Kano Model

    • Establishing critical to quality deliverables

    • Construction and use of CTQ Trees and requirements matrices

  • Capturing the voice of the customer:

    • Different methods for capturing the voice of the customer

    • Techniques for interviewing the customer, focus groups and questionnaires

    • Customer survey design

    • Customer knowledge banks

    • Customer observation techniques

  • Translating customer requirements:

    • Operational definitions

    • The Customer Interaction Cycle

    • Managing risk of customer dissatisfaction

  • Analysis of data:

    • Types of data: qualitative, categorical, ordinal, discrete (or attributes), continuous (or variables) and the benefits/drawbacks of each

    • Data collection

    • Sampling methods (random, systematic, stratified)

    • Affinity diagram, interrelationship diagraph

  • Assessing customer satisfaction:

    • Cost of poor quality

    • Different data types and their benefits/drawbacks

    • Analysis of customer survey results

    • Customer journey mapping

    • The role of social media in broadcasting success or failure

  • Handling customer feedback:

    • Complaint handling

    • Root cause problem solving

    • Handling positive feedback

  • Innovation and new products/services:

    • Customer behaviour and product/service interaction

    • Techniques to evaluate the external environment

    • Scenario planning techniques

PT207 – Managing Customer Excellence - Firm clapping for great service

FAQs