LISTENING TO THE VOICE OF THE CUSTOMER (VOC) WORKSHOP

“LISTENING TO THE VOICE OF THE CUSTOMER (VOC) WORKSHOP”

OBJECTIVES


By the end of this one-day workshop project, the participants will be able to :

• Understand and apply the tools needed to identify and prioritize the various parameters require by the their customers;
• Understand and apply the use of an importance-perform (IP) survey and analysis to prioritize their customers’ requirement;
• Identify the most important customers’ needs from the (IP) analysis;
• Formulate the proper programs and interventions in order to increase satisfaction in their customers’ important needs;
• Understand and apply the output from the Workshop into their existing “customer satisfaction” monitoring practices.