HRDWebvarsity - FREE Courses - Customer Satisfaction Skills

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Module 1

•	Yesterday
•	Today
•	A business can simply be described as Customer Satisfaction

Module 2

•	Some Hard facts on Customer Satisfaction
•	Definition of Customer Satisfaction
•	Importance of Customer Satisfaction
•	A Framework of Customer Satisfaction

Module 3

•	Process Structure of Customer Satisfaction System
•	Organization Structure of Customer Satisfaction System

Module 4

•	Measurement of Customer Satisfaction
•	Service Quality Gap Model

Module 5

•	Black and Decker
•	Walt-Disney
•	Dell Computer
•	Federal Express
•	American Express

Customer Satisfaction >> The Changing Perspective of Business

Learning Unit 3 : A business can simply be described as Customer Satisfaction

Customer Satisfaction involves investment in resources. These resources in turn are used to create value added solutions for customers. As these solutions are also offered by our competitors, we need to win our customers for earning return.