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 >> Customer Satisfaction System

Learning Unit 1 : Black and Decker

According to Black and Decker, the key to success lies in the company’s ability to talk directly to its end users. Black and Decker are superior in collecting the voice of the consumer. The company does not merely send a marketing team out to talk to consumers, it sends out an entire company team- manufactures, engineers, marketers, sales people, and customer services representatives.