CERTIFIED FACILITATOR: VOICE OF THE CUSTOMER & THE POWER OF ALIGNMENT

The Voice of the customer prepares managers, supervisors, and employees to gather and analyze customer - focus data they can use to guide daily work and drive continuous process improvement. This total quality management program also teaches the practical interpersonal skills people need to improve internal and external customer relationships.

Specifically, The Voice of the Customer helps participants from all functions and levels of the organization:

• Bring the voice of the customer inside your Organisation in the form of actionable customer - focus data.
• Identify and remove costly organizational barriers to customer satisfaction.
• Achieve breakthroughs in customer service to enhance customer loyalty.

At the core of The Voice of the Customer is the concept of "delighting the customer." Participants learn that by meeting basic requirements, they can prevent customer complaints. By reaching beyond basic requirements to anticipate and satisfy the customer's unstated needs, they also develop customer confidence. To earn customer loyalty, however, all parts of your organization (not just those which interact directly with external customers) must work together to provide the uncommon, un-expected dimensions of quality and service that delight - rather than merely satisfy - your customers.

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