An increase in customer satisfaction levels translates into retention of current customers, referral of potential customers and repeat business. Increases in employee commitment translate into improved staff morale, increased productivity and lower employee turnover. And because the satisfied employee provides superior service to your customer, the end result will be increased revenues and profits.

The Customer Satisfaction Practices (CSP) tool helps you calibrate customer satisfaction. This tool will empower you and your employees to manage customer relationships and achieve improved results to give you the edge over your competitors.

targetHR was involved in developing this tool, which is designed for organizations in very competitive industries where revenue growth is heavily dependent on managing customer satisfaction.

We will use the tool to facilitate a two-hour workshop with your team, combining individual scoring and team discussion to build consensus. The tool is designed to help organizations learn:

• Effective methods for achieving the desired customer satisfaction targets.
• The group behaviours that are needed to take customer satisfaction to the next level.
• More effective communication with management on different customer satisfaction expectations.

Manie Robis recently presented the Customer Satisfaction Practices tool at a breakfast meeting sponsored by Manpower, for a group of their clients.

Click here to view the slide presentation from this event. (Mac users - click here).