OBJECTIVE

• To learn about the importance of Customer Service for effective and efficient service
• After Sales Service and Backup--the ability to quickly replace defective or damaged items and subsequent follow-up to determine if user is happy with the purchase
• Efficient Logistics Service Communications--the ability to quickly and intelligently handle customer queries about the product or service
• Delivery Time--the ability to supply goods within the committed time with little variation
• Measuring customers?perception of logistics service quality of 3PL service

SEMINAR OUTLINE

Use of Satisfaction Surveys

• What surveys tell us
• What surveys don't tell us
• Common survey assumptions
• The best use for surveys

The Basis for Satisfaction

• Expectations: Performance, perception and outcome
• Aligning measures with customer values
• The Customer-Centered Culture model

Four Key Questions

• How can we improve customer satisfaction?
• What do they want?
• Who exactly are the customers in the industry?
• What do we do (that we can describe concretely)?

Knowledge Work As Products

• The nature of knowledge-age work
• Redefining our intangible work as tangible products
• Selecting the critical products to improve first

Uncovering What Customers Want

• The single question that will consistently reveal customer priorities
• Common conditions when uncovering what customers want
• Three kinds of product attribute customers want

Measuring The Seemingly Immeasurable

• How to measure customer's priority attributes
• Translating subjective customer expectations, like "easy to read" into objective measures
• Using measures to redesign service and information products
• Evaluating customer satisfaction

Course Fees :- S$600 (does not include GST)
Course Notes :- S$50 (does not include GST)

For more information, please contact:
Cambridge Institute
375 Race Course Road Singapore 218644
Tel: 6291 1171
Email: courses@cambridge.edu.sg