Training Duration: 3 Days / 18 Hrs
• Introduction to the Training:
– Voice of the Customer (VOC) training helps participants define what success looks like from the customer’s perspective and align organizational actions accordingly.
– This course offers organizations a clear starting point to improve services and illustrate what truly matters to their customers.
– Participants will explore key topics such as customer segmentation, identifying high-value segments, and using VOC insights to drive strategic decision-making.
• Training Outlines:
1. Introduction to the VOC (Voice of the Customer)
– Define the meaning of the Voice of the Customer
– Understand the Kano Model: Basic, Performance, and Excitement Qualities
2. Collecting the Voice of the Customer
– Scope a VOC Project
– Recognize how many customers to contact
– Identify different customer types
– Create a Customer Selection Matrix
– Understand different market segments
3. Contacting the Customer
– Create a Customer Contact Letter
– Design Effective Customer Interview Questions
– Build Subconscious Rapport
– Differentiate Between Product/Service Solutions and True Needs
– Measure Broad-Based Customer Needs
4. Interacting with the Customer
– Conduct Effective Customer Interviews
– Take Notes and Document Customer Input
– Analyze Feedback into Usable Data
– Understand How to Listen Actively
– Learn the Mechanics of Customer Focus Groups
• Training Objectives:
– Collect and analyze relevant customer data effectively
– Interpret customer feedback to uncover true needs and expectations
– Clarify and communicate findings across teams for better alignment
– Create action plans for improvement based on real customer input
– Identify areas of complacency and performance gaps
– Detect where processes or services currently fall short
• Who Should Attend:
– Customer experience and insight professionals
– Marketing and research teams
– Service quality managers
– Product and service development teams
– Business strategists and department leaders aiming to improve customer satisfaction
• Why Attend:
– To gain deeper insight into what customers value most
– To make data-driven decisions that enhance service or product offerings
– To strengthen customer relationships through listening and understanding
– To build a VOC process that drives continuous organizational improvement
– To target strategic growth by focusing on the most valuable customer segments
