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Customer Satisfaction Skills
Module 1 : The Changing Perspective of Business
Learning Unit 1 - Yesterday
Learning Unit 2 - Today
Learning Unit 3 - A business can simply be described as Customer Satisfaction
Module 2 : Meaning and Nature of Customer Satisfaction
Learning Unit 1 - Some Hard Facts on Customer Satisfaction
Learning Unit 2 - Definition of Customer Satisfaction
Learning Unit 3 - Importance of Customer Satisfaction
Learning Unit 4 - A Framework of Customer Satisfaction
Module 3 : Customer Satisfaction System
Learning Unit 1 - Process Structure of Customer Satisfaction System
Learning Unit 2 - Organization Structure of Customer Satisfaction System
Module 4 : Monitoring
Learning Unit 1 - Measurement of Customer Satisfaction
Learning Unit 2 - Service Quality Gap Model
Module 5 : Best Practices of Customer Satisfaction
Learning Unit 1 - Black and Decker
Learning Unit 2 - Walt-Disney
Learning Unit 3 - Dell Computer
Learning Unit 4 - Federal Express
Learning Unit 5 - American Express
Assessment
Customer Satisfaction in Seven Steps
Managing Customer Experience
Books on Customer Satisfaction
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