Consultancy development courses

Client Care - 1 day

The effect of Customer Satisfaction on the profitability of your business is the foundation of a short and motivating 1-day workshop. Based on work carried out at the Harvard Business School, it brings an understanding of the impact of different elements across the assignment life cycle.

In addition, there will be an understanding of the main causes of poor customer satisfaction and the role of the consultant and all members of a project team in building Customer Satisfaction and loyalty. In particular, the use of Scorecards by the consultant and team in measuring and ensuring improved Customer Satisfaction.

Course Objectives

By the end of the workshop delegates will:

• Be able to map impact of customer loyalty to their business
• Be capable of using scorecards to manage individual client loyalty
• Understand how to use scorecards across a large client
• Be able to manage client perceptions & hence satisfaction