Measuring and Making
Customer Satisfaction

Workshop Overview
	Customers rarely tell you everything that you need to know, but will readily judge your performance to their stated and unstated needs. Are you aware of the expectations that you create (or fail to develop) in your customers and prospective customers? Surveys of customers will rarely produce the results you need. What can you do? You need a bullet-proof system for measuring and making customer satisfaction.
Workshop Content
	Customer's stated & implied needs vs. their expectations 7 Deadly Sins of customer satisfaction Balancing & matching customer, employee & company needs Customer communication system and the messages flowing through Putting the 8 Competitive Factors to work for you Design & implementation of customer satisfaction projects
You Need to Attend This Workshop If ......
	Your customers are leaving you for your competition Your customers are complaining about your quality, delivery, service or price You cannot accurately quantify the degree of satisfaction of your existing customers You cannot pinpoint the source and degree of your customer dissatisfaction
Registration
	Register for this Training Course Cost of this Training Course Call PQA to discuss your training needs at: +1 (519)-667-1720 or in N.America (800)-837-7046 E-mail PQA about your training needs