Autoplay
Autocomplete
Previous Lesson
Complete and Continue
LACT001 Customer Satisfaction
GSHA Quality Academy Introduction
Welcome (1:43)
About Our Courses (What We Are and What We Are Not) (2:28)
Course Levels
Progressing Through The Course (1:21)
Learning Commitment To Success (1:24)
What to Expect in this Course
Course Introduction and Agenda (4:37)
Introduction to Customer Satisfaction
Customer Defined (4:20)
Customer Example (2:58)
The (New vs. Return) Customer Relationship (2:54)
Building the Customer Relationship Exercise (1:48)
What Matters Most to the Customer (2:17)
Voice of the Customer
Importance of the Voice of the Customer (3:34)
Sources for Listening to the Voice of the Customer (3:45)
Recognizing Customer Disappointment (Video)
Translating the Voice of the Customer to Key Data Inputs (3:42)
Developing the VOC Questionnaire (4:51)
Putting it All Together -Customer Satisfaction (2:09)
Wrap up
Course recap and reflections (5:02)
Test Your Learning
Your feedback (0:44)
What's next
Sources for Listening to the Voice of the Customer
Lesson content locked
If you're already enrolled,
you'll need to login
.
Enroll in Course to Unlock