Voice of the Customer

Introduction to the Training:

Voice of the Customer training is essential to help participants understand how to define success within their organisation. The course provides huge benefits to the companies that implement it by giving them a starting point to improve and illustrate what their customers value. It also explores the importance of customer segmentation, and how certain key segments could provide the most value to your business, despite being the smallest.

Training Outlines:

1. Introduction to the VOC (Voice of the Customer)

  • Define the meaning for the Voice of the Customer
  • Describe the difference between: basic, performance, and excitement quality as defined by the Kano Model

2. Collecting the Voice of the Customer

  • Know how to “scope” a VOC project
  • Recognize how many customers to contact
  • Identify customer types
  • Learn how to create a customer selection matrix
  • Understand different market segments

3. Contacting the Customer

  • Learn how to create a customer contact letter
  • Know how to create customer interview questions
  • Explain how to build subconscious rapport
  • Understand the difference between service and/or product solutions and true needs
  • Recognize how to measure broad based customer needs

4. Interacting with the Customer

  • Know how to conduct interviews
  • Relate the basics of note taking during customer interactions
  • Identify how to analyze customer feedback into usable data
  • Understand how to listen to the customer
  • Understand the mechanics of a customer focus group

Training Objectives:

  • Ability to collect customer data
  • Understand what customers are saying
  • Make things clear
  • Consider plans for improvement based on results
  • Identify complacency gap
  • See where things are currently wrong

Need more information about this course?

Please feel free to CONTACT US. All enquiries are answered within 24 hours.

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Dr Hay Safa - CEO Standards Consultants
Dr. Hady Safa

Dr. Safa has dedicated his career to helping individuals and organizations achieve their full potential through his engaging and informative speeches and writings.

With over 20 years of experience in the field, Dr. Safa has become a trusted authority on topics such as decision-making, talent management, and strategic planning. By incorporating his unique insights and practical advice, Dr. Safa has helped countless individuals and organizations achieve their goals and reach new heights of success.