SQ Centre WSQ Programmes - INTERPRET AND ANALYSE

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INTERPRET AND ANALYSE
CUSTOMER INTELLIGENCE

COURSE OBJECTIVES


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COURSE OUTLINE

1) 15,16,17,20,21 SEP
2) 02,03,08,09,10 NOV

(All registrations must be received 3 weeks before commencement date)

Customer intelligence is critical to building competitive advantage. Don't just hear the voice of your customers; you need to understand what is being said in order to gain a clear understanding of the critical customer issues required to establish relevant and competitive strategies for your business.

Interpret and Analyse Customer Intelligence allows you to do just that. Collection and analysis of customer information affords uniquely privy insights that can lead to better product development, sales and marketing campaigns and brand building.

This competency-based programme module trains participants to feel the pulse on customer behaviour through analysis and application of customer intelligence to service procedures, service innovation and service marketing.

Competencies acquired during the programme will be assessed and participants will receive a Statement of Attainment by Workforce Development Agency (WDA).

LEARNING OUTCOMES

At the end of the programme, participants should be competent to:

Manage and analyse customer data to establish customer needs
Communicate customer information and
Analyse customer intelligence

ASSUMED KNOWLEDGE AND SKILLS

Before starting this module, we assume that learners already:

Have skills and knowledge relating to the supervision of staff providing customer service in a customer service focussed organisation
Have working knowledge of business systems and technology in a customer service oriented organisation
Understand the organisation's current business direction
Know how to access and implement the organisation's key policies and procedures
Know the organisation's current product and service range; and
Are familiar with the organisation's service processe

COURSE OUTLINE

Developing customer profiles - identify and understand the needs and expectations of customer populations

Research the demography of the organisation's customers, identify and describe customer characteristics and market segments
Measure customer behaviour and attitudes against organizational key customer performance indicators
Develop a demographic profile of the organisation's customers.

Communicate customer information to relevant stakeholders

Undertake research and consultation to establish stakeholders' customer information needs
Ensure customer information is current, accurate, relevant and sufficient for the recipient
Adhere to organisational confidentiality and privacy policies in communicating or releasing of customer information
Provide stakeholders with optimum access to customer intelligence

Analyse customer intelligence to target product and service improvements

Interpret market analysis findings to identify the fastest growing product and service segments
Improve service procedures to better meet the expressed needs of customers
Investigate new areas for expansion based on customers unmet needs
Develop new marketing objectives based on customer intelligence findings
Adhere to organizational policy and procedures regarding access to and handling of commercial-in-confidence competitive and market intelligence

WHO WILL BENEFIT

Managerial staff from various service industry sectors who need to make their support functions more customer-focused. This module is particularly relevant to retail, personal transport services, tourism, hotel, accommodation services and food and beverage industries

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Terms & Conditions:
SQ Centre reserves the right to cancel any of the above course schedules due to unforseen circumstances and will make every effort to inform
participants of any changes in advance.
+ 2-day,3-day and 5-day programmes total 16 hours, 24 hours and 40 hours respectively.
* Subsidised prices quoted are NETT and for ONE training programme. Subsidised course fees available to Singaporeans and PRs only.
Foreigners(Non-Singaporeans / Non-PRs) pay full course fees. Read more...

Service Quality (SQ) Centre Pte Ltd