Satisfying Customers (Clients)... What does it take? - CD Seminar (0.1 CEUs)

Course Description

Satisfying customers begins by understanding what they need and expect from you to be satisfied. Customers’ needs and expectations are not always obvious… not to you and at times not even to them. Have you had the experience of working on a project where the scope of work was completed on time and in budget yet the client is still unhappy (dissatisfied) with the services that were provided? Most experienced engineering project managers have learned that it takes much more than meeting the terms and conditions of a contract to satisfy clients. Delivering high quality work products is only one of many important aspects of client service. This session will address what else you need to deliver to satisfy clients and the many other customers that you serve every day. This fast-paced one-hour seminar will focus on the basics for satisfying customers and provide you with some practical tips and tools to help you do a better job of satisfying your customers (including your organization’s clients) in the future. These tips and tools can be applied not only within your work setting, but also, in all facets of your life.

Webinar Benefits

• Become more aware of and knowledgeable about the broad range of factors involved in customer satisfaction
• Learn how to identify and confirm a customer’s unique needs and expectations
• Adopt a better approach to making more reasonable commitments to perform that create rational expectations
• Identify some practical ways to know whether or not you are meeting customers’ needs and expectations (in the present tense)
• Earn one Professional Development Hour (PDH)

Intended Audience

This seminar is tailored for engineers and other technical professionals who work collaboratively with others on teams within public and private organizations to perform projects that serve the needs of others. The principles and guidance provided apply to all career levels.

Summary Outline

• Understanding customers… who they are and what they need and expect
• Establishing reasonable and rational customer needs and expectations
• The Golden Rule for satisfying customers… keep your promises.
• Monitoring customer satisfaction… taking a proactive approach
• Damage control…. restoring customer satisfaction after a problem occurs
• Key interpersonal skills and habits to develop