Domain Specific Job Skills
Updated to Leverage the Best of Digital Transformation, Data Analytics and Artificial Intelligence AI
MSA870-1
1 Week Training Program
Customer Satisfaction & Delight Skills
Building Skills in
Understanding & Implementing Customer Needs, Real Needs, Expectations & Delight Processes
Help Implement "Customer Satisfaction & Delight" throughout Organization
Understanding & Meeting Customer Needs & Real Needs
Understanding & Implementing Meeting Customer Expectations
Identifying Opportunities for Exceeding Customer Expectations through Value Engineering
Setting-up Real Time and Proactive Customer Satisfaction Measurement & Action Systems
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1 Week Training Programs
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New York
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Istanbul
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Useful Links
What is Covered in this Program?
Today Many of the Customer Interfaces have Gone Electronic. But the Importance of Meeting and Exceeding Customer Expectations has Not Diminished. Those of us who are paying less attention to Customer Needs and Expectations are doing so at their own peril. The impact of the Customer Dissatisfaction may be explained away as Changed Customer Needs or Behavior but again at our own peril. Failure to give attention to Customer Expectations will give opportunity to the competitors to do so easily and walk away with your customers, you may then never see those customers again. This program will show this is also the right time to do things to Exceed Customer Expectations at little or No Marginal Costs.
This program follows a systematic approach to Improve Customer Satisfaction and Emphasizes use of Every Opportunity to Cost Effectively Delight the Customer.
This program will develop skills and competencies for Identifying your Customers, Investigating and Determining their Changing Needs, and, Determining their Real Needs & Expectations.
This program discusses many key skills and methodologies including Value Engineering, differentiation and sustaining product or service differentiation.
A key program methodology will include systematic ways for Real Time Monitoring of Customer Satisfaction and Proactively Converting Customer Dissatisfaction into Exceeded Expectations.
All the Skills and Competencies will be developed in an easy-to-understand step-by-step methodology.
Today Many of the Customer Interfaces have Gone Electronic. But the Importance of Meeting and Exceeding Customer Expectations has Not Diminished. Those of us who are paying less attention to Customer Needs and Expectations are doing so at their own peril. The impact of the Customer Dissatisfaction may be explained away as Changed Customer Needs or Behavior but again at our own peril. Failure to give attention to Customer Expectations will give opportunity to the competitors to do so easily and walk away with your customers, you may then never see those customers again. This program will show this is also the right time to do things to Exceed Customer Expectations at little or No Marginal Costs.
This program follows a systematic approach to Improve Customer Satisfaction and Emphasizes use of Every Opportunity to Cost Effectively Delight the Customer.
This program will develop skills and competencies for Identifying your Customers, Investigating and Determining their Changing Needs, and, Determining their Real Needs & Expectations.
This program discusses many key skills and methodologies including Value Engineering, differentiation and sustaining product or service differentiation.
A key program methodology will include systematic ways for Real Time Monitoring of Customer Satisfaction and Proactively Converting Customer Dissatisfaction into Exceeded Expectations.
All the Skills and Competencies will be developed in an easy-to-understand step-by-step methodology.
Who Should Attend?
This program is intended for Everyone interested in Working Seriously towards Meeting and Exceeding the Satisfaction of their Internal or External Customers. It does not matter what role you play in the organization this program is intended for everyone interested. It does not matter whether you deal with Internal Customers or External Customers or other Stakeholders.
It will be natural for your organization to want to send Customer Facing Staff, Professionals and Managers first to this program. Another set of employees who need to be prioritized to attend this program are Internal and External Project Team Members. On projects this methodology will improve communications, negotiations, coordination, and problem solving. Sending External Customer Facing team members together to attend this program is a recommended strategy, this will increase program application effectiveness.
This program is intended for Everyone interested in Working Seriously towards Meeting and Exceeding the Satisfaction of their Internal or External Customers. It does not matter what role you play in the organization this program is intended for everyone interested. It does not matter whether you deal with Internal Customers or External Customers or other Stakeholders.
It will be natural for your organization to want to send Customer Facing Staff, Professionals and Managers first to this program. Another set of employees who need to be prioritized to attend this program are Internal and External Project Team Members. On projects this methodology will improve communications, negotiations, coordination, and problem solving. Sending External Customer Facing team members together to attend this program is a recommended strategy, this will increase program application effectiveness.
Program Content & Modules
Customer Satisfaction & Delight Skills
Importance of Customer Satisfaction and Delight through Case Stories
Aligning Customer Service to Organizational Vision and Strategy
Understanding what Delights Internal and External Customers
Customer Satisfaction Aligned Strategic Objectives
Customer Satisfaction Aligned Strategic Projects
Customer Satisfaction Aligned Activities Integrated into Organizational Processes
Challenges for Customer Satisfaction in the Digital Age
Opportunities for Cost Effectively Satisfying the Customer
Exceed Customer Expectations at little or No Marginal Costs
Skills and competencies in Analyzing and Understanding Changing Customer Needs, Real Needs and Expectations
Value Engineering to identify New Opportunities to Create Unexpected Value for Customer
Identifying your Customers and Stakeholders
Investigating and Determining Customer Changing Needs
Finding Customer Real Needs & Expectations
Developing a Customer Expectations Strategy
Developing a Customer Delighting Strategy
Real Time Monitoring of Customer Satisfaction
Proactively Converting Customer Dissatisfaction into Exceeded Expectations
Program Recommendations
Customer Satisfaction and Delight Improvement Outline Action Plan
1 Week Training Program
Outcomes & Takeaways
Outcomes and Takeaways Overview
Knowhow and Technology Transfer to the Participants. Building relevant Understanding, Competencies & Process Knowledge.
Multi-discipline understanding of Program Topics.
Means that post program when participant takes decisions, related to his work, participant will automatically and subconsciously consider and take into account (as applicable) Internal & External Customer Needs and Expectations, Operational & Strategic Objectives, Regulatory Aspects, Industry Standards, Technology Options, Understand Helpful Modern Tools and Methods, Understand Risks, Actions for Increasing Productivity, Legal & Contractual Aspects, Intellectual Property Aspects, Safety, Security, Audit, Cost Benefit Aspects, Value Engineering Opportunities, Key Performance Indicators, Meaningful Performance Evaluation System, and, Data Analytic Opportunities.
This type of understanding and habit otherwise develops after years of rich and diverse work experience. (few get this opportunity)
Knowledge Framework outline which will enable the participant to understand and learn the right lessons from his own past, present and future on-the-job experience.
Training that will empower the participant to identify, support and implement improvements in his work area, team, section, department, and organization.
This 1 Week Training Program participant will typically take away...
Program related knowhow, skills, competencies and process knowledge.
This program will use case studies and benchmarked Good and Best Practices to enhance participant understanding and competencies.
Domain Knowledge and process knowledge.
The participant will become empowered and should become more Productive, Effective, Efficient, Customer Focused and Strategic Focused.
At the end of the program, the Participant will prepare a Customized Outline Action Plan which will serve as the roadmap to implement some key improvements in his work area.
Knowhow and Technology Transfer to the Participants. Building relevant Understanding, Competencies & Process Knowledge.
Multi-discipline understanding of Program Topics.
Means that post program when participant takes decisions, related to his work, participant will automatically and subconsciously consider and take into account (as applicable) Internal & External Customer Needs and Expectations, Operational & Strategic Objectives, Regulatory Aspects, Industry Standards, Technology Options, Understand Helpful Modern Tools and Methods, Understand Risks, Actions for Increasing Productivity, Legal & Contractual Aspects, Intellectual Property Aspects, Safety, Security, Audit, Cost Benefit Aspects, Value Engineering Opportunities, Key Performance Indicators, Meaningful Performance Evaluation System, and, Data Analytic Opportunities.
This type of understanding and habit otherwise develops after years of rich and diverse work experience. (few get this opportunity)
Knowledge Framework outline which will enable the participant to understand and learn the right lessons from his own past, present and future on-the-job experience.
Training that will empower the participant to identify, support and implement improvements in his work area, team, section, department, and organization.
Program related knowhow, skills, competencies and process knowledge.
This program will use case studies and benchmarked Good and Best Practices to enhance participant understanding and competencies.
Domain Knowledge and process knowledge.
The participant will become empowered and should become more Productive, Effective, Efficient, Customer Focused and Strategic Focused.
At the end of the program, the Participant will prepare a Customized Outline Action Plan which will serve as the roadmap to implement some key improvements in his work area.
Benefits to the Organization Sponsoring Participants to this program
(Benefits made possible by Euro Training's unique, multidiscipline, customer focused, strategic focused, easy to understand and apply training methodology that relies on Industry Good and Best Benchmarked Practices)
Euro Training programs are different. They develop practical Job Skills.
This program is designed to make the participant aware of the domain processes, multi-discipline skills and competencies related to his job responsibilities.
Each program is customized and made useful for the particular participant group, our target is 90%+ topics directly applicable to the work today or in future.
Benefits you may see in participant post program...Inclination to Recognize his stakeholders, and their needs & expectations. He will also get understanding of how to analyze to find ways to exceed customer expectations and delight the customers.
High level Job skills & competencies
Taking Initiative to Propose Improvements in Work Responsibility Area.
Further, this program will Build Multi-Discipline Understanding, Skills and Competencies including (as relevant)...
Increased Technical and Process Knowhow
Awareness to the Need to align performance to the Needs and Expectations of Stakeholders/ Customers (internal & external)
Awareness of the Need to Align performance to Organizational Operational and Strategic Objectives.
Understanding Domain Good Management Practices, and, Awareness to meet Requirements and Recommendations of the Relevant Industry and Professional Standards.
Awareness to consider for possible application the Best Benchmarked Domain Practices that can assist making Dramatic Process Improvements.
Type of improvements the participant will be trained to analyze and implement include (as relevant) Productivity Improvements, Product and Service Differentiation and Exceeding Stakeholder & Customer Expectations.
Euro Training Instructors often act as mentors for participants (solely subject to instructor approval). Your participants can utilize this free service to ensure effective post program reinforcement and help when applying the ideas, skills and competencies acquired during the training.
Participant Individual Career Benefits
First, and most important benefit, is the positive self-esteem that will come from being able to do your work right first time and meet internal and external customer expectations.
Second, the Program developed Understanding, Skills & Competencies will help you successfully present your professional and Team skills at Job Interviews and Internal Performance Evaluation Reviews.
You gain a clear direction for analyzing, proposing and implementing improvements in his work area.
The outline action plan you prepare and take away after the program will help you take improvement initiatives and make a positive difference in your performance on the job, team, business unit or organization. This difference after implementation and when added to your resume will make you a prime candidate for career advancement in your own organization or in your next job.
Post program when you take decisions related to your work processes you will automatically consider (as applicable): Internal & External Customer Needs and Expectations, Technology Options, Helpful Tools and Methods, Consider Risks, Mitigate Risks, Take Actions that Increasing Productivity, Consider Legal & Contractual Aspects, Consider Intellectual Property Aspects, Pay attention to Safety and Security, Consider future Audit, Weigh Cost Benefit between options, Be Mindful of Key Performance Indicators (KPIs), Consider how Performance will be evaluated, and, Consider need for and Opportunity to Develop a Decision Support Knowledge Base, .... (and possibly more multi-discipline aspects).
First, and most important benefit, is the positive self-esteem that will come from being able to do your work right first time and meet internal and external customer expectations.
Second, the Program developed Understanding, Skills & Competencies will help you successfully present your professional and Team skills at Job Interviews and Internal Performance Evaluation Reviews.
You gain a clear direction for analyzing, proposing and implementing improvements in his work area.
The outline action plan you prepare and take away after the program will help you take improvement initiatives and make a positive difference in your performance on the job, team, business unit or organization. This difference after implementation and when added to your resume will make you a prime candidate for career advancement in your own organization or in your next job.
Post program when you take decisions related to your work processes you will automatically consider (as applicable): Internal & External Customer Needs and Expectations, Technology Options, Helpful Tools and Methods, Consider Risks, Mitigate Risks, Take Actions that Increasing Productivity, Consider Legal & Contractual Aspects, Consider Intellectual Property Aspects, Pay attention to Safety and Security, Consider future Audit, Weigh Cost Benefit between options, Be Mindful of Key Performance Indicators (KPIs), Consider how Performance will be evaluated, and, Consider need for and Opportunity to Develop a Decision Support Knowledge Base, .... (and possibly more multi-discipline aspects).
Registration Form
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Registration & Fee Information
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Fee information is also available at:
PROGRAM-FEE-PAGE
Special Discounts May be Available Please email scholarships@eurotraining.com.
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To register please send us an official letter confirming registration (on organizational letterhead), or, send us a completed registration form above.
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- Fees are Payable by Bank Transfer or Bank Draft.
Program Fee for 1 Week (5 day/30 hrs) Training Program is:
(1) At Dubai, Kuwait, New Delhi, Qatar £4,315 (USD $5,500) per participant.
(2) At London, US Locations, Europe, Malaysia, Singapore £4,747 (USD $6,050) per participant.
(3) If Attending Online Training Fee is £2,000 (USD $2,500) per participant.
Fee includes Course Materials, Certificate, Refreshments and Lunch (classroom programs).
Accommodation is not included in Program fee. Special rates may be available at venue hotel for participants.
A Special discount of 10% is offered for participants who pay their fees at least 45 days before start of the program.
Cancellation & Date Change: No Fee Refund if participant cancels his registration less than 3 weeks before start of the program. Alternate nominations may be allowed if requested atleast 2 weeks before program start. In case of exceptional hardship or emergency participant may be allowed to attend same program at another location or date on payment of 10% of fee.
All participants are required to fill in Participant Information Form and Program Related Questionnaire - on first day of the program.
Each program Undergoes Customization to Better Meet Participant Present and Future Job and Career Needs. Please be prepared to let the Instructor/s know about your organization's Special Needs, Interests or Initiatives.
It is always useful for participants to bring their existing problems or case studies, work-process flow charts or job related problems for discussion - consideration will be at sole discretion of the program director/s.
Provisional Registration : You can make a provisional registration request by sending us an email using an official email account. Provisionsl registration request, when confirmed by Euro Training, will reserve a seat for you for 14 days. After our Confirmation you have 2 weeks to send us an official registration request. Provisional registration is automatically cancelled at the earlier of (1) 2 weeks after Provisional Registration Confirmation if registration is not reconfirmed from your side (2) Two weeks before start of the program. We do request you to inform us ASAP you have decided either way.
Program Fee for 1 Week (5 day/30 hrs) Training Program is:
(1) At Dubai, Kuwait, New Delhi, Qatar £4,315 (USD $5,500) per participant.
(2) At London, US Locations, Europe, Malaysia, Singapore £4,747 (USD $6,050) per participant.
(3) If Attending Online Training Fee is £2,000 (USD $2,500) per participant.