The need to obtain Customer Satisfaction to maintain and grow your business sounds trite and most people would think it is obvious. However, the need may seem obvious but the means to achieve it might be more complex. Remember, there is always someone out there planning to eat your tomorrow’s lunch. Companies at the top of their tree did not get there by accident. In the same way, people or teams that win gold medals or sell millions of copies of their songs are generally in a class apart, not only by natural ability but also because they have learned a trick or two not generally known to their competitors.
This course is designed to help you not only to discover those tricks but how they can be used to help you achieve ‘best in class’. Remember two things:
(i) In a military procession, it is only the marchers at the front who get a change of view.
(ii) If you build the best products, the world will beat a path to your door.

At the workshop, amongst other topics, the participants will be able to:
 Identify not only customers’ stated needs but also predict key customers unstated needs (it is often these that determine the winners and losers).
 Find out whether there are some negative customer perceptions about your organisation that are unfair and untrue.
 Develop internal strategies to deal with the issues identified.

Who Should Attend
• Chief executives and members of the Management team
• Business strategists
• Business performance improvement facilitators