Training bag
Measuring Customer Satisfaction
5 days
Best Practices for Managing and Analyzing Big Data
The bag includes the following files :
- Power Point presentation slides
- Word Instructor's Manual
- Trainee Note ( Word )
- Word worksheets
- Introductory guide to the Word bag
- Pre-test and post-test Word
- Word training course
- evaluation form
All files are open and editable
Overall goal:
To equip participants with the knowledge, skills, and tools needed to accurately measure and enhance customer satisfaction within their organizations. This training aims to provide a comprehensive understanding of customer satisfaction processes, effective handling of diverse customer segments, and the implementation of best practices for continuous improvement in customer service excellence.
Detailed Objectives: Upon completion of the program, trainees are expected to be able to
Measuring Customer Satisfaction
Topic
- Index of Activities
- Trainer's Guidelines
- Program Guide
- Technologies and Tools Used
Training Day One
First Training Session (The Process of Customer Satisfaction and Its Importance for Organizations)
- Introduction
- Pre-Evaluation Test
- Classification of Customers Based on Loyalty to the Organization
- The Process of Customer Satisfaction and Its Characteristics
- Importance of Measuring Customer Satisfaction for the Organization
- Trainer's Model for Assessing Trainee's Performance Level
- Exercise on the First Session of the First Training Day
Second Training Session (Preparing Reports and Factors for Successful Customer Satisfaction Measurement)
- How to Prepare Customer Satisfaction Reports
- Factors for Successful Customer Satisfaction Measurement
- Challenges Faced in Measuring Customer Satisfaction
- Trainer's Model for Assessing Trainee's Performance Level
- Workshop on the First Training Day
- Survey on the First Training Day
Training Day Two
First Training Session (Skills for Dealing with Different Customer Segments to Achieve Their Satisfaction)
- Skills for Dealing with Different Customer Segments to Achieve Their Satisfaction
- Skills for Dealing with Customers with Special Needs
- Skills for Dealing with Angry Customers
- Trainer's Model for Assessing Trainee's Performance Level
- Exercise on the First Session of the Second Training Day
Second Training Session (Skills for Identifying Customer Personalities and Appropriate Handling Methods)
- How to Identify Customer Personalities and Appropriate Handling Methods
- Skill of Turning a Negative Experience into a Positive One
- Skill of Saying "No" to a Customer Without Upsetting Them
- Trainer's Model for Assessing Trainee's Performance Level
- Workshop on the Second Training Day
- Survey on the Second Training Day
Training Day Three
First Training Session (Survey Method for Measuring Customer Satisfaction)
- Types of Surveys for Measuring Customer Satisfaction
- Steps for Conducting Surveys to Measure Customer Satisfaction
- Using Online Customer Satisfaction Surveys
- Trainer's Model for Assessing Trainee's Performance Level
- Exercise on the First Session of the Third Training Day
Second Training Session (Performance Results and Focus Group Discussions in Measuring Customer Satisfaction)
- Method of Performance Results in Measuring Customer Satisfaction
- Method of Focus Group Discussions in Measuring Customer Satisfaction
- Analyzing Results of Customer Satisfaction Measurements to Link Them with Operational Indicators
- Trainer's Model for Assessing Trainee's Performance Level
- Evaluation Test
- Workshop on the Third Training Day
- Survey on the Third Training Day
Training Day Four
First Training Session (Managing Customer Experience for the Government of the UAE)
- Essence of Managing Customer Experience and Behavior
- Importance of Managing Customer Experience for the UAE Government
- Best Practices for Achieving Excellence in Customer Experience Management in the UAE
- Trainer's Model for Assessing Trainee's Performance Level
- Exercise on the First Session of the Fourth Training Day
Second Training Session (Global Star Rating System for Services in the UAE)
- Global Star Rating System for Services in the UAE
- Eight Evaluation Pillars of the Global Star Rating System for Services
- Characteristics of the Service Evaluation Process in the Global Star Rating System and Criteria for Identifying Priority Services for Improvement
- Trainer's Model for Assessing Trainee's Performance Level
- Workshop on the Fourth Training Day
- Survey on the Fourth Training Day
Training Day Five
First Training Session (Proactive Services and Their Mechanisms)
- Definition of Proactive Services and Their Transformation Stages
- Mechanism of Standalone Proactive Services
- Mechanism of Proactive Service Packages
- Trainer's Model for Assessing Trainee's Performance Level
- Exercise on the First Session of the Fifth Training Day
Second Training Session (UAE Strategy for Future Government Services)
- UAE Government Charter for Future Services
- Strategic Directions for Future Services in the UAE Government
- Framework for the UAE Strategy for Future Government Services
- Trainer's Model for Assessing Trainee's Performance Level
- Workshop on the Fifth Training Day
- Survey on the Fifth Training Day
- Final Evaluation Test
- Self-Assessment
- References
88studies
Measuring Customer Satisfaction
Measuring Customer Satisfaction
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