Customer Satisfaction Survey Strategy Workshop

Programme Overview

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

Objectives

• 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

Programme Outline

Content Day 1

• 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

Content Day 2 & 3

• 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

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.