We often find the word “feedback” in literally all the information and communication platforms that we come across in our daily lives. Organizations, groups, individuals, wherever people are involved, feedback is inevitable. Feedback is what fuels any individual or group to revise and rectify their actions and behaviors. On these lines, organizations value the criticism and feedback of their customers to deliver the best customer experience, as Customer is King. What if the same customer feedback could be utilized to benefit the organization too?
In a recent study, it has been found out that customer criticism could help any organization to hike their up selling and re-selling by 15% to 20%. Companies who rely actively on Voice of Customer programs, shell out 25% less than those that do not.
If a company actively relies on customer feedback, and revises its policies and behaviors, it would be spending less for customer retention, and customer support and service.
Who Can Enroll:
Though there are no pre-requisites for this course, it would be appropriate for Continuous Improvement professionals, managers, and customer support executives.
- Why Voice of Customer is vital to any organization.
- Customer identification and categorizing.
- Collating customer requirements using various methods.
- Identifying and reducing the gap between customer needs and the results delivered.
- Deducing customer requirements and delivering the same with precision.
- Course cost cover training sessions, comprehensive notes set.
- Certificate of training completion.
- Support from subject matter experts.
- Material and templates included in course cost.
- To achieve certification, participants shall achieve 80% in CHOOLS exam.
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- Introduction and Basics of VOC-Importance, types of customers.
- Customer dynamics, reasons for customer attrition.
- Understanding the concept of complacency gap.
- Identification of customer and customer segments.
- Understanding CTC (Critical to Customer) requirements.
- Understanding Customer language.
- Identifying solutions.