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 3 : Dell Computers

The search to find more efficient and less costly ways to reach existing or new customers continues to inspire the best minds in business. Vertical integration and direct marketing are the keys to Dell Computer’s vibrant success. The company has locked up the distribution channel by clearly identifying its markets and by designing products and services to fit the needs of its customers.