Service Quality Customer Satisfaction Survey Introduction
Do you know what your customers think of you? Are you conducting the Service Quality
Customer Satisfaction Survey?
Are you are about to embark upon a customer satisfaction measurement project or
survey?
Do you need to design or redesign the customer satisfaction measurement program
in your Healthcare organization?
You will acquire the knowledge to conduct a customer satisfaction survey without
having to learn details of mathematics and statistics. You will be trained to generate
a customer satisfaction report during this training. Upon completion of this training,
you will be able to conduct a customer satisfaction survey and generate a report
effortlessly.
This course teaches the healthcare professionals how to lead and conduct a customer
satisfaction survey from time to time. The delegates will be familiarized with the
dimensions to conduct the survey. Some of the established dimensions can be used
to conduct the survey. Delegates are also taught to develop, amend, change, modify
and create new dimension which is important or relevant to the culture of the health
care organization. There is no limitation as to which criteria or dimensions to
focus on, as there could be as many dimensions to the satisfaction survey. Those
professionals who are dealing with service quality customer satisfaction survey
will find this course most useful.
- What dimensions to study?
- How do you design the questionnaires?
- How do you collect your feedback?
- Do you have the statistical knowledge?
- How do you conduct the survey?
- How do you do the data analysis?
- How do you interpret the data?
- How do you generate the report?
- How to capitalize on ICT?
Service Quality Customer Satisfaction provides a guided and disciplined procedure which enables a health professional to conduct a Service Quality Customer Satisfaction survey and generate a report with the relevant graphical presentations. Skills acquired can be immediately applied for conducting a Service Quality Customer Satisfaction survey. Many hands-on examples help the delegates to understand and use the course effectively.
- Why it is important to assess customer satisfaction and the consequences of ignoring
this vital area.
- How to design a study to measure customer satisfaction, how to structure and administer
the survey questionnaire and how to select the sample.
- How to analyze and interpret the results from the customer satisfaction survey to
answer specific management questions dealing with key drivers and performance.
- How to implement results from the study to establish performance standards and goals
for future.
Benefits Of Attending Internal Customer Satisfaction Training
The course enables the delegates to:
- Know their standing on tangibles - the appearance of physical facilities, equipment, personnel and communication material
- Know their standing on Reliability - Ability to perform the promised service dependably and accurately.
- Know their standing on Responsiveness - Willingness to help customers and provide prompt service.
- Know their standing on Assurance - Knowledge and courtesy of employee and their ability to convey trust and confidence
- Know their standing on Empathy - Caring, individualized attention the firm provides its customers.
- Amend, change, edit, adapt and adopt the model for other dimension
- Do you have a specific need, objective or dimension?
- How to structure reports using iCT-M ®
- Hospital examples and workshops, learn key points and practice the new skills
Who Should Attend The Internal Customer Satisfaction Training ?
Service Quality Customer Satisfaction is used to identify the customer's satisfaction level among the customers and stakeholders. This training allows the delegates to systematically acquire the skills and knowledge to conduct a step-by-step customer questionnaire to conduct a survey among the customers. The output is a report generated with lots of graphical presentation for all the dimensions chosen by the user. It will be most appropriate for healthcare professionals involved in Quality Assurance, Clinic Managers, Nursing Manager, Customer Complaints, Incident, ISO audit, Customer service. Multi functional teams are encouraged to attend for maximum benefit.
Brief Service Quality Customer Satisfaction Training Outline
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Day 1 (AM) |
Service Quality Introduction
- The need for a survey
- Managing customer complaints and issues
- The importance of customer satisfaction
- Managing customer satisfaction and retention
- Managing customer complaints and issues
- How to be focused on customer satisfaction survey.
Service Quality Methodology
- Familiarization with service quality model
- Understand the service quality concept
- Understanding the dimensions
- Amending, adapt and adopt the model to your organization
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Day 1 (PM) |
Tools for Questionnaire survey
- Voice of customer
- Quality Function Deployment (QFD)
- Control Plan Methodology
- The National Customer Satisfaction Index.
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Day 2 (AM) |
Service Quality Customer Satisfaction
- what dimension to study
- what is the structure of the survey
- Designing the questionnaire
- Sampling and sample size issues
- measures of customer satisfaction
- Options for communicating with respondents
- Dimensions to survey
- Tangibles
- Reliability
- Responsiveness
- Assurance
- Empathy
- Others
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Day 2 (PM) |
Service Quality Customer Satisfaction and other tools
- How often to measure customer satisfaction.
- Determining the nature of attributes
- Importance/Performance diagrams
- Managing problems and complaints
- Managing customer value
- Developing conclusions and recommendations
- Conclusions and recommendations based on facts
- Preparing for the Case Study
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Day 3 (AM) |
Service Quality Case Study
- Introduction
- Choosing appropriate Likert scale
- Decision rating
- Questionnaire
- Respondents
- Data collection
- Dimensions
- Dimensions details
- Service quality
- Service Quality Details
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Day 3 (PM) |
Service Quality Discussion
- Use Service Quality module in iCT-M to generate a customer satisfaction report
- Identify weak areas
- Generating Service Quality report
- Presentation to class
- Conclusion
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