In this training seminar you will discover how to derive managerially meaningful interpretations from the information gathered through your survey research program. It presents quantitative tools you can use to analyze data obtained from customer satisfaction surveys.
Many companies today issue surveys and questionnaires to collect satisfaction data from their customers. Unfortunately, in many organizations, that's where the process ends, without any true or meaningful analysis of the information collected, much less any application to day-to-day customer relationship management operations or strategic objectives. In this way, many good intentioned investment dollars fall far short of providing the business guidance that justified the expenditure. But, this doesn't need to be your organization.
By attending this training course you'll learn:
The Basics of Analyzing Customer Satisfaction Data:
Analyzing Basic Satisfaction Scales I:
Analyzing Basic Satisfaction Scales II:
Tracking Dissatisfied, Satisfied, and Delighted Customers:
Classifying Penalty, Reward and Performance Processes:
Linking Satisfaction Score Levels to Customer Retention and Profits:
Quantitative Research on Customer Complaints and Problems:
Identifying Real Changes and Differences in Customer Satisfaction levels:
Registration Fees and What's
To register, click on the "Book Now" button or please call (708) 246-0320
Payment is due prior to the seminar. If payment is not received, a credit card hold will be required for participation. This card will only be processed if payment has not been received within two weeks following the seminar.
Cancellation Policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $500. Or, you may transfer your registration to another member of your company at no additional charge. Registrants canceling within fourteen days of the seminar will receive credit, less administrative fees of $500, toward any other Resource Center seminar. In the unlikely event that a seminar must be cancelled, you will be notified at least one week prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.
Seminar agenda subject to change.
The Resource Center for Customer Service
PO Box 401, Western Springs, IL 60558
Tel: (708) 246-0320 Fax: (708) 246-0251
Copyright © 2001-2007 Resource
Center for Customer Service Professionals LLC. All rights reserved.
Last modified November 08, 2007