Voice of the Customer: Toolkit

Overview When you’re dealing with a group of multiple stakeholders, your leadership skills are put to the test. Gain the …

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Overview

Discover how best to understand your existing consumer base and improve your services when you take this tutorial for learning about the Voice of the Customer: Toolkit. This training will guide you in using the very best strategies and processes for connecting with your targeted audience and buyers, presenting templates and examples for effective exercises.

By taking part in this definitive Customer Service Improvement tutorial, the most practical ways for measuring your levels of customer satisfaction and expectations will be offered to you. After a valuable summarisation of Lean Six Sigma and other process improvement principles, you will be shown how to install customer feedback methods. You will be taught about customer segmentation, observational interviews, holding focus groups, distributing surveys, performing Kano analysis, and much more. The likes and dislikes of your clients and consumers will soon become an open book to you.

Completing the final assessment will allow you to perform essential customer feedback routines and quality service improvements to a high standard in your industry.

Course design

The course is delivered through our online learning platform, accessible through any internet-connected device. There are no formal deadlines or teaching schedules, meaning you are free to study the course at your own pace.

You are taught through a combination of

Video lessons
Online study materials

Will I receive a certificate of completion?

Upon successful completion, you will qualify for the UK and internationally-recognised CPD accredited certification. You can choose to make your achievement formal by obtaining your PDF Certificate at the cost of £9 and Hard Copy Certificate for £15.

Why study this course

It doesn’t matter if you are an aspiring professional or absolute beginner; this course will enhance your expertise and boost your CV with critical skills and an accredited certification attesting to your knowledge.

The [course_title] is fully available to anyone, and no previous qualifications are needed to enrol. All Thames College needs to know is that you are eager to learn and are over 16.

Course Curriculum

Section 01: Introduction
	Introduction	00:01:00
	What is the purpose of this course?	00:02:00
Section 02: Lean Six Sigma: An Overview
	What is Lean Six Sigma?	00:03:00
	DMAIC	00:04:00
	What are the benefits of LSS & the toolkit?	00:02:00
	Scenario to be used to explore the tools	00:01:00
Section 03: Voice of the Customer Tools
	Introduction to Voice of the Customer	00:02:00
	Customer Segmentation	00:04:00
	Customer Segmentation: Demonstration	00:04:00
	Types and sources of customer data	00:05:00
	Interviews	00:07:00
	Point of use observation	00:06:00
	Focus groups	00:05:00
	Surveys	00:05:00
	Kano Analysis	00:04:00
	Kano Analysis: Demonstration	00:04:00
	Critical to quality tree	00:04:00
	Critical to quality tree: Demonstration	00:02:00
Section 04: Close Out
	Close out	00:03:00