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turning knowledge into competencies

Voice of the Customer   NEW

Practical Implementation


Doing exactly what your customer requires and expects is a critical element in gaining competitive advantage. Therefore, you need to be able to listen constantly and precisely to your customer.

Voice of the Customer (VOC) is a proven set of techniques to manage actively information gathering from customers, which implies a lot more than generic surveys and marketing campaigns. VOC is a coherent and flexible set of practices for defining what type of customer data would help you revolutionize your organization and what insights you need to make a bigger impact on the market are some of the objectives of this training.

This course introduces the concepts and guides you to practical tips and tricks to be more effective and productive in listening to the customer, collecting and analyzing reliable information and translating these in organizational targets.

OBJECTIVES

 Provide a sound knowledge of Voice of the Customer (VOC) concepts
 Develop competences to capture and understand customers’ requirements
 Use of methodologies to make practical the key components
 Transfer knowledge to make customers’ contacts more effective

CONTENT

1. Introduction to Voice of the Customer (VoC)
2. Setting up Customer Feedback Communication Channels
3. Responding and Acting on Customer Feedback
4. Aligning Communication and Product Delivery
5. Matching Company’s Behavior to Customers’ Expectations
6. Ensuring Benefits

TARGET AUDIENCE

 All individuals involved in customer relationships and seeking a deep understanding of the Voice of the Customer method.
 All individuals involved in Quality Management and Lean Six Sigma projects.

PREREQUISITES

None

PEDAGOGICAL METHOD

 Theory and concepts illustrated by an accredited trainer with sound expertise and experience in Quality Management and implementation of Voice of the Customer method.
 Group discussions with the purpose to match the relevant Voice of the Customer management issues to real life experience.
 Practical assignments followed by group presentations for immediate application of the theory of the course.

CERTIFICATION

None

STUDENT PACK

 Course Materials
 Attendance Certificate

Design and implementation Flockdesign Ronse