The Group

Courses

• Calendar
• List
  • Business Excellence and Continuous Improvement
  • ILM Programmes
  • Public Courses
  • Standards and Legislative Courses

Customer Care & Exceptional Customer Service

The concept of customer satisfaction

• Competition and the need for exceptional customer service
• The Kano model
• The link between customer needs and customer satisfaction
• Taguchi and quality loss
• Listening to the voice of the customer
• Recovering from failure
• Measuring customer satisfaction

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