Introduction
The customer and market focus category examines how your organization determines the requirements, expectations, and preferences of customers and markets. Also examined is how your organization builds relationships with customers and determines the key factors that lead to customer acquisition, satisfaction, loyalty, and retention and to business expansion and sustainability.
RBNC designed this course to let Business Professionals consider different ways of customer complaint management. If we are proactive in solving customer problems, we could minimize the customer dissatisfaction
How you will benefit
- Understand service quality gaps between expected and perceived service
- Understand methodology for service quality gaps diagnose
- Understand and apply the process of customer complaints analysis
- Diagnose the cause of customer complaints
- Formulate the strategy of how to reduce customer complaints
Who should attend
RBNC designed this program for marketing vice presidents, directors and managers, marketing representatives, service operation managers, business developers in the service industry and managers of advertising, promotions and customer service
What you will cover
Module 1: Diagnostic Model for Service Quality
- Service Quality Gaps
- A diagnostic model for Service Quality
- Diagnostic tools
Module 2: Process Design to Minimize Customer Dissatisfaction
- Understanding customer insight and segmenting customers by their service expectations and consumption behavior
- Deciding on Core/Supplementary services and service standards
- Positioning your service differentiation
- Designing Service Delivery Process
- Achieving Employee satisfaction for Customer satisfaction
- Reducing Inter-functional conflict
- Relationship Objectives and Value Proposition
- Strategy Formulate
- Strategy Selection
- Action Plan & Budgeting
Module 3: How to apply the process into your real business
- Participants have to be well prepared about their business data before attending the training
- Business Advisor from RBNC will select 3 cases from participants to practice the process