Excellence with regard to the customers' basic expectations

Module 3: Assessment of customers' expectations and measurement of customers' satisfaction

- Management and control of the customer satisfaction monitoring system
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Collection and analysis of key customer satisfaction data

Module 4: Communicating results of the customer satisfaction surveys

- Design of the internal communication plan
- Training the key people needed to relay the information

Module 5: Assisting with the implementation of action plans

- Training of managers and teams in charge of defining and implementing action plans
- Team coaching and follow up

Module 6: Analyzing the needs of front-line personnel

- Research into and consultation on the organizational modifications required to improve the performance of front-line personnel in customer orientation

Module 7: Systematic Account Management ©

- Analysis of your current Key Account Management practices
- Development of follow-up indicators for management of the most valuable customers