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Managing the Customer Satisfaction Process
by J. Stephen Sarazen, self-study course, 3-ring binder, two multiple choice tests, one CEU upon successful completion, $129.

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Overview

Managing the Customer Satisfaction Process presents an organized, systematic method of identifying, measuring, managing, and monitoring customer requirements and satisfaction to improve profits and beat the competition.  This course defines each step of the customers satisfaction management process and equips you with powerful research, quality, and planning tools to carry out the improvement process in your department and company.  You'll learn how to identify

  • Customer requirements; and
  • Expectations for quality and satisfaction

and to assess and measure

  • Critical customer needs;
  • Market segmentation;
  • Competitive structure; and
  • Employee perceptions.

The Resource Center for Customer Service Professionals
PO Box 401, Western Springs, IL  60558
Tel: (708) 246-0320   Fax: (708) 246-0251  

Copyright © 1997-2000  Software Company Restructuring Services.  All rights reserved.
Last modified February 11, 2000

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