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Leadership workshops and seminars

CTMA's seminars and in-house workshops are for those who are leading the customer-driven revolution. Delivered as a tailored stand-alone session or as part of one of our consulting engagements, CTMA's workshops and seminars can provide a 'jump-start' for management on the road toward reaping the benefits of customer-driven performance improvement.

A 'jump-start' on the road toward reaping the benefits of customer-driven performance improvement

About Our Services:

- Workshops

We design, tailor and deliver a range of workshops in support of customer-driven corporate change programmes, with a focus on boardroom topics, quality improvement and managing service quality in call centres.

Workshops can be tailored for specific industries and organisations or presented to wider groups from multiple organisations. Our seminars can also be adapted to be incorporated into industry conference programmes as 45 minute primers or run as half-day workshops. The following are examples of some of the topics we cover.

Boardroom topics:

The case for satisfaction!
(Measuring and managing customer satisfaction upwards)

Typical duration: 2 hours

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:

Why customer satisfaction is so important
Why "82% satisfied" (or whatever) is not good enough
Why just measuring satisfaction is not good enough
How to manage customer satisfaction upwards
What a business has to do to keep satisfying customers.

Exploiting the ‘Service Frontier’ of revenue/cost optimisation

Typical duration: 4 hours

Most management teams have already made significant efforts to improve productivity and reduce costs. Few, however, have spent the same effort 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.

Quality improvement:

Learning from customers (First steps in customer-driven quality)

Typical duration: 2 days

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.

Call centre management:

Tracking and managing customer satisfaction in call centres (and beyond)

Typical duration: 1 day

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.