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CTMA's
in-house workshops and seminars are for those who are leading the customer-driven revolution.
They can provide a 'jump-start' for management on the road toward reaping the benefits of customer-driven performance
improvement.
We
design, tailor and deliver a range of workshops in support of
customer-driven corporate change programmes. The following are
examples of the topics we cover.
Boardroom
topics:
The
case for satisfaction!
(Measuring and managing customer satisfaction upwards)
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Typical
duration:
2 hours
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The
intuitive link between customer satisfaction and loyalty is one that
some find hard to quantify. The fact that even satisfied
customers defect has done more to drive companies to inaction
than it has to demonstrate the clear business gains that can be
derived from maximising customer satisfaction.
But for many, justifying investment in service continues to be a
struggle. However all is not lost! In this session, CTMA
presents the case for satisfaction. Using a combination of
case studies, benchmarks and research,
we provide some valuable insight into why satisfaction is important,
and how to manage it upwards in a call centre and in a business.
Discover:
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Why
customer satisfaction is so important
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Why
just measuring satisfaction is not good enough
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Why
"82% satisfied" (or whatever) is not good enough
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How
to manage customer satisfaction upwards
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What
a business has to do to keep satisfying customers.
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Exploiting
the ‘Service Frontier’ of
revenue/cost optimisation
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Typical
duration:
4 hours
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Most management teams have already made significant efforts to
improve productivity and reduce costs. Few, however, have
spent the same effort in mastering and controlling the significant
costs and revenue-threats that arise from dissatisfied customers,
poor service quality, faulty products, reduced loyalty and negative
word-of-mouth. This executive workshop explores the links
between customer satisfaction, quality and profit. It helps to
quantify the possible impact of poor service in your organisation
and provides a foundation on which to build a company strategy to
exploit the ‘service frontier’ of revenue and cost optimisation.
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Call
centre management:
Tracking and managing
customer satisfaction in call centres (and beyond)
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Typical
duration:
1 day
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This
workshop for call centre managers and team leaders is designed to
compliment CTMA's call centre satisfaction tracking and appraisal
research services. It focuses on how to interpret customer
satisfaction feedback, where to look for corroborative information and
how to turn diagnostic evaluations into actionable performance
improvement initiatives that challenge and motivate customer service
staff.
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Quality
improvement:
Learning from customers
(First steps in customer-driven quality)
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Typical
duration:
2 days
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One
of the best sources of business advice comes free of charge - from
your customers! However, most companies tend to treat customer
feedback as an inconvenience and seldom manage to unlock the true
value it can bring. This workshop takes a look at how other organisations have
developed product and service improvement initiatives from their analysis of
customer complaint data and other sources of customer feedback. It
provides an opportunity to develop a customer-driven quality plan and
to seek out quick-win opportunities in your own business.
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