£270

Voice of the Customer for Customer Support

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£270

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Online Event

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Refund Policy

Refunds up to 30 days before event

Eventbrite's fee is nonrefundable.

Event description
Learn to identify and quantify your Customer needs by conducting a ‘Voice of the Customer' study. Tailored for Customer Support.

About this Event

What is covered?

This ONLINE INTERACTIVE workshop will help you learn how to identify and quantify your customer needs by conducting a ‘Voice of the Customer’ (VOC) exercise that ensures you can focus in on any performance gaps between your current capability and your customer desires.

Are your customer needs truly at the heart of everything that you do?

A desire to relentlessly pursue perfection, a core principle of LEAN, relates to perfection in the eyes of your customers!

Therefore, let us help you identify any gaps and provide valuable data that will drive your business to get creative and remain aligned to those ever changing customer and market conditions.

Key topics covered:

  • VOC Process Overview (Voice of the Customer)
  • Reactive and Proactive Data Sources
  • Developing CTQs (Critical To Quality Metrics)
  • GAP Analysis (Current Capability vs Customer Needs)

Please Note: To ensure maximum learning experience these FULLY INTERACTIVE sessions will be limited to a maximum of 8 participants, therefore we highly recommend you book early to avoid disappointment.

What are the outcomes?

By the end of this training you will understand how to:

  • lead teams to successfully conduct a robust VOC exercise
  • transform results into measurable CTQ criteria
  • perform a GAP analysis to identify 'value add' opportunities

Who should attend?

Any employee who is customer support driven and will be responsible for leading or participating in change activity within their organization.

What is the schedule?

Morning Session: 9:30 – 12:30

  • Overview of the VOC process and the value it brings
  • Interactive Session – Proactive vs Reactive data sources
  • Interactive Session - Building a VOC Plan

Afternoon Session: 13:30 – 16:30

  • Interactive Session – Developing a Customer CTQ Tree (Critical To Quality)
  • Review of multiple real-life case studies
  • Session Summary and Q&A

What are the requirements for attending?

As this is a 'virtual hands-on' technical skills workshop, you will be required to participate in practical exercises using online collaboration tools.

Required

  • Access to a PC or laptop (Attending via mobile phone or tablet will not be suitable).
  • An external mouse, if using a laptop.

Recommended

  • Two monitor setup (One monitor for viewing the trainer and presentation, and another for collaborating on practical exercises).

Please Note: One monitor is also suitable, it will simply require you to switch screens between presentation and practical exercises, your trainer will keep you right.

What is included?

  • Pre-workshop interactive tools practice session (30mins / Optional)
  • 1 day of workshop style training, including practical application of techniques.
  • Workshop pack including outputs from the interactive sessions
  • 30 day access to our online library of training materials and templates (voice of the customer only).

Other skills development workshops

  • Voice of the customer for recruitment: Click here
  • Voice of the customer for accountancy services: Click here
  • Voice of the customer for IT support: Click here

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Date and Time

Location

Online Event

Refund Policy

Refunds up to 30 days before event

Eventbrite's fee is nonrefundable.

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