SIGMA AFFILIATES, LTD

CUSTOMER SATISFACTION

This one-day seminar is intended to provide the student with

• Customer Satisfaction Measurement compliance requirements of ISO 9000:2000

• Understanding the difference between Customer Satisfaction and Customer value

• Sources of information for a customer value/satisfaction program
• Surveys (written, telephone, electronic)
• Complaints
• Focus Groups
• Depth interviews
• Customer advisory panels
• Customer site visits
• Sales/marketing staff

• Measurement methodologies
• Data capture, analysis, and reporting 
• Organizational alignment and management commitment
• Involvement of finance, human resources, marketing/sales, quality, advertising/communications, production/manufacturing, engineering/product development, distribution/dealer management

Seminar Objectives

Participants will learn how to

• Design a program to bring their organization into compliance with the customer satisfaction measurement requirements of ISO 9000:2000
• Determine which measurement methodologies should be implemented in their organization
• Integrate customer satisfaction measurement into their organizational structure
• Calculate and sell the impact of customer satisfaction measurement on profitability and sustainable competitive advantage

Price for the Customer Satisfaction Seminar is $350 per student, which includes copies of all material presented. A group session, accommodating up to fifteen students and presented at your facility, can be purchased for $2,000.