Access, Timeliness, Efficiency

Access, Timeliness and Efficiency

Ease of Access, Timeliness and Efficiency are three of the most important aspects of creating customer satisfaction in any customer supplier relationship. By focusing on these three highly interrelated areas, a business enterprise can make great strides in raising customer satisfaction levels, build return and recommend rates and ultimately increase market share.

This course addresses three main topics as seen from the customer’s experience

Ease of Access focuses on an examination all of the barriers between the customer and the supplier. Location, communications, technical support, product and service information all will be inventoried and studied in depth with the objective of improving customer access.

Timeliness will focus on the customer’s expectation of timely behavior and on time delivery, determining best practice for each area, taking all the time required for event or transaction completion, resourcing and supporting timeliness as a customer satisfaction priority and much more.

Efficiency will take a critical look at processes and apply ‘idealized process re-design’ principles and approaches to eliminate redundancy, rework, and waste where it affects the customer’s experience.

Participants will be applying models, tools, and new skills to their own work processes for immediate application back in the workplace and fast return on investment from this course.

Some benefits of this course include:

• Remove barriers between you and your customers
• Become truly accessible at the level your customers expect
• Develop Benchmark Timeliness Behaviors
• Learn to take all the time required
• Redesign your current product and service delivery practices and processes
• Eliminate redundancy, rework and waste
• Leverage Access, Timeliness and Efficiency to build higher levels of customer satisfaction