Identifying What the Customer Wants

Overview/Description
Target Audience
Expected Duration
Lesson Objectives
Course Number

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Overview/Description
Do you know what your customer wants? Traditionally, companies have assumed customer needs and expectations. Today, the more successful companies ask for customer input. The result? They create products that customers want and need. To compete successfully in today's market, you'll need to do the same. This course presents ways in which you can use your customer's voice, methods to prioritise customer requirements, and techniques to apply this knowledge to your organisation.

Target Audience
managers at all levels, staff members, team leaders, supervisors

Expected Duration (hours)
3.0

Lesson Objectives

Defining Your Customers

recognise the benefits of understanding the current market.

identify the best practices for staying ahead of the fast-moving market.

identify the features, functions, and outcomes of specific products.

match the customer with his particular role.

Capturing Your Customer's Voice

recognise the importance of hearing and understanding the customer's voice.

recognise the difference between customer perceptions of product quality and customer perceptions of product features.

identify the best practices for capturing the voice of the customer.

choose the appropriate techniques to address customer complaints.

Asking Customers Directly

recognise the value of obtaining direct customer feedback.

identify the effective questions to ask in a face-to-face interview.

identify the steps to use when conducting a face-to-face survey.

identify the best methods to use to get direct customer feedback.

Rating Requirements by Importance

recognise the importance of rating customer requirements.

identify the steps to use to create an affinity diagram.

sequence the steps of creating a tree diagram.

identify the most effective techniques to use when ranking customer input.

Course Number:
OPER8122