Customer Satisfaction Survey Strategy Workshop
Executive summary
This 3-day workshop aims to provide the participants with hands-on implementable knowledge of the concepts of customer-centricity and its relationship with customer satisfaction and experience. To understand and act upon customer needs through a customer-centric culture, we employ various customer experience measurement, problem-solving and strategy development tools. This includes strategy development through measuring customer satisfaction survey results (NPS, CSAT), customer journey mapping, root cause analysis & problem-solving through Fishbone and SWOT, and process improvement through Swimlane Process Map.
The program concludes with Service Goal Setting and Action Planning. As a result of the action planning phase, we are able to derive actionable steps or resolutions that provide future direction in the efforts to improve Customer Satisfaction Ratings. Hence, enhancing the customer’s positive experience enough to make them our advocates and promoters.
Key benefits
Successful Customer-Centric Business Strategies
Positive Public Interest I Better Employee Morale
Higher Profits through Existing Customers
Increased Responsibility taken by employees
Employee Motivation I Satisfied Shareholders
Enjoy savings through improved process efficiency
Reduced Risk of Business Failures
Increased Efficiency I Enhanced Customer Experience
Influx of New Customers
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Understand the role of each Business Unit in spreading a service culture throughout the organisation
Understand what customers really want and ascertain how well we are providing it.
Provide relevant and constructive advice to promote the improvement of customer service delivery
Ensure customer service strategies and opportunities are promoted to designated individuals and groups
Promptly action processes & procedures to resolve customer difficulties and complaints
Maintain systems, records and reporting procedures to compare changes in customer satisfaction
Ensure that decisions to implement strategies are taken in consultation with designated individuals and groups
Review client satisfaction with service delivery using verifiable data
Identify and report changes necessary to maintain service standards to designated personnel
Understand the concepts & usage of terms like CSAT, NPS, Process mapping, Fishbone diagram.
Learn the art of post-strategy development goal setting & action planning
Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of client service strategies
Learn to calculate survey results and present them to stakeholders using infographic dashboards
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Who should attend
Team leaders, Managers, HODs
Methodology
This programme employs adult learning techniques which include fun active learning strategies to facilitate understanding and retention. Participants will spend 80% of the time in individual or group activities which allow them to learn, develop and practice. A workbook is used to facilitate the programme.
Structured Experiential Learning Exercises, Super Learning Environment, Role Plays, Games & Simulation & Performance Coaching, Team Presentations.
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Developing a customer-centric service mindset
Definition of Customer Experience and how it dffers from Customer Service
Self - diagnosis
5 Service Dimensions that all customers care about
Do we understand and fulfill Customer expectations?
Group presentation: Service strategy according to service dimensions
Customer-centric KPIs list
Exercise: Brainstorming current actions relating to service dimensions
Group presentations on a preliminary mini-strategy according to service dimensions & KPIs. This mini-strategy activity also sets the tone for the rest of the training program in terms of activating and maintaining a strategic planning mindset
Calculating (CSAT | NPS) scores in excel
(Infographic survey dashboard)
Exercise 1: lead by the trainer:
How to calculate CSAT & NPS results through raw data
Preparing NPS results from the downloaded data for calculation
Designing a presenter-friendly CSAT & NPS Results Dashboard
Exercise 2: lead by the trainer:
How to create infographic dashboard for CSAT & NPS
How to present the data to stakeholders and strategy decision-makers using the infographic dashboard
All participants must have laptops in class in order to follow steps in their own computer while the trainer leads the excel calculation process
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Training outline Day 2
Strategizing processes to become customer centric
Customer Journey Mapping & analysing all customer touchpoints
Internal Process improvement – From as-is to to-be
Exercise: Mapping individual “AS IS” service processes to find gaps
Exercise: Developing “TO BE” service process maps that are more customer centric for improved service and to resolve customer difficulties and complaints
Understanding Customer Personas: A Key to Exceptional Service
Engaging with different customer personas
Understanding Customer Persona Characteristics
Creating Empathy and tailoring service to Customer Personas
Continuously Evolving Customer Personas
Game: The Persona Puzzle
Problem-Solving Techniques
Root cause analysis (RCA) for customer complaints
Collaborative problem-solving with the customer
Exercise: Conducting RCA for selected customer complaints using the Fishbone Diagram
Developing root cause related questions to ask the customer for effective problem-solving
Group presentation on identified causes through Fishbone Analysis
Training outline - Day 3
SWOT analysis for service strategy improvement
Exercise: Conducting SWOT analysis to identify your company’s service strengths, weaknesses, opportunities and threats. Developing strategy through creating relationships between internal and external factors that influence service
Handling difficult customers and complaints
Why do customers get angry?
Managing / filtering our own emotions
Managing the customer’s emotions – A structured approach
Role play sessions on real scenarios
Service goal setting & Action Planning
Exercise: Service goal setting and strategy action planning according to all aspects learned i-e:
5 Service Dimensions all customers care about
CSAT & NPS Scores
Fishbone analysis & Swimlane diagram
SWOT for strategy development and adjustment
Customer Journey Mapping and process improvement
Customer Centric Metrics & KPI’s
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Shahrukh Moghal is a Certified Trainer by PSMB Pembangunan Sumber Manusia Berhad Certificate EMP 1654 He has over 20 years of experience in call centre training and training coordination He conducts Certified Contact Centre Professional program subsidised by HRDF under its Graduates ENhancEment pRogrAmme for Employability (scheme for fresh graduates Shahrukh is actively involved in developing agent and team leader skills in in the contact centre environment To date, he has helped close to 90 large contact centres upgrade the skills of their telesales, customer service and debt collection agents and team leaders.
Shahrukh is the man behind The PLEASE! ™and LEAP! ™Workshops which train frontliners to implement winning Customer Interaction Tools such as to Probe, Listen, Empathize and Articulate Especially in Contact centre customer service, Face to face customer service, Telesales and Debt collection through phone.
His training style revolves around Concepts, Application, Reflection and most of all FUN!! His training sessions are filled with an air of positivity and motivation for the participants.
Shahrukh’s youtube channel including frontliner skills development modules is as follows:
https://www.youtube.com/user/shahtrainer/videos
To view TESTIMONIALS given by clients, please click here:
http://www.contactskills.com/testimonials.html
In depth and detailed profile is available upon request.
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