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Customer Satisfaction Seminars, Books, Sample Surveys, Videos, and Self-Study Tools
Seminars


Designing Effective Questionnaires, 3-day training seminar.

In this hands-on workshop, participants will learn the art and science of questionnaire design and a step-by-step approach to writing questionnaires that are responsive to the needs of decision makers.  To learn more,


Customer Satisfaction and Loyalty Research: Managing, Measuring, Analyzing and Interpreting, 3-day training seminar.

Join our most comprehensive class on customer satisfaction measurement and management. You'll learn the entire process, from determining objectives and cost justification, through design, execution, and application of results.  For details,


Survey Design Workshop, 3-day training seminar.

Whether your focus is customer satisfaction, employee satisfaction, customer product needs, or any other area where survey research is appropriate, this workshop provides the background, knowledge, tools, and critical thinking skills to build and conduct a successful survey program from start to finish.  For details,


Library Collections

$279.95 for
the set
Customer Satisfaction Measurement Library, $279.95

This collection includes a self-study course complete with self tests and CEU credit, three different books with over 500 pages of instruction, and thirty sample customer satisfaction surveys.  Click on each title to learn more.

$140 for
the set

Advanced Customer Satisfaction Measurement Library, $140

Resources for fine-tuning an existing customer satisfaction program. Learn about improvement opportunities, analytical techniques, tools, and methods.  Click on each title to learn more.


Sample Surveys

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Guide to Customer Surveys: Sample Questionnaires and Detailed Guidelines for Creating Effective Surveys by Trevor M. Spunt, 8-1/2" x 11" softcover, 102 pages, $59.95

So many people ask, "Where can I find sample customer satisfaction questionnaires?" Here's the answer.  This guide teaches you the elements of a great questionnaire.  And, it includes 31 different customer satisfaction surveys for you to examine or use.  For details on what customer satisfaction surveys are included, click on the book cover.

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Call Center Sample Customer Satisfaction Forms, by ICMI, 8-1/2" x 11" 3-ring binder, 60 pages, $59.95

32 different examples of customer satisfaction survey forms for assessing the quality of phone-based services have been collected in one place.  And, not just mail surveys -- this collection includes samples of real-world email, web, inserts, handouts, and faxed formats.  For details, click on the book cover.


Books

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Customer Retention: An Integrated Process for Keeping Your Best Customers by Michael Lowenstein, hardcover, 179 pages, 1995, $27.50

In today's crowded marketplace, the cost of gaining new customers far exceeds the cost of keeping them. A solid customer retention plan can be the difference between a loyal customer and a lost one. Customer Retention offers valuable guidelines for turning current customers into loyal customers--and into reliable sources of profit.

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Customer Surveying: A Guide for Service Managers by Dr. Fred C. Van Bennekom, softcover, 256 pages, 2002, $44.95

Support organizations by their nature should be customer driven. Surveying is one means of listening to customer concerns.   This guidebook is written to help support managers who need to survey customers to effectively plan and manage a survey project.

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Measuring Customer Satisfaction: Survey Design, Use, and Statistical Analysis Methods, 2nd edition, by Bob Hayes, hardcover, 227 pages, 1998, $68.00

Are you ready to construct your customer satisfaction survey?  Here's the advanced guide on how to do it - the only book of its kind - focused on survey construction.  Serious reading for serious results.  Definitely click on the contents button to review the wealth of subjects being addressed here.

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Listening to the Voice of the Customer: 16 Steps to a successful customer satisfaction measurement program, by Jon Anton & Debra Perkins, 8-1/2" x 11" softcover, 152 pages, 1997, $49.95

From customer service guru Dr. Jon Anton and co-author Dr. Debra Perkins of Customer Relationship Metrics, here's the ultimate how-to manual to setting up your customer satisfaction measurement program.

An action blueprint for those faced with implementing customer satisfaction right now.

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How to Measure Service Quality & Customer Satisfaction: The Informal Guide for Tools and Techniques by Chuck Chakrapani, hardcover, 300 pages, 1998, $45.95

There are many methods and techniques for measuring customer satisfaction and service quality - and for certain assessments, one method is better than another. But, do you know which one?  Choosing between measurement techniques is a unique, hard-to-find skill.  But we found it for you.  This book will make you an expert.

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Improving Your Measurement of Customer Satisfaction by Terry G. Vavra, hardcover, 490 pages, 1997, $55.00

For the advanced reader.  While covering the entire subject, this book focuses on advanced issues such as complex forms of analysis and interpretation, reporting, and international surveying.  If you're already conducting in-house customer satisfaction measurement, look here for up-to-date innovations to add to your programs.

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How to Measure Customer Satisfaction, 2nd edition by Nigel Hill, John Brierley, and Rob MacDougall, softcover, 2004, 151 pages, $39.95

Was the customer satisfaction measurement project just dropped in your lap?   Do you need to create a project plan but have no experience?  And, do you need to sound somewhat knowledgeable, too?  Here's your salvation.  Authors Hill, Brierley, and MacDougall have provided a project outline and all the directions to implement it, including much of the correspondence and the rationale you will need to explain the project -- and your decisions -- to others.

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Customer Satisfaction Measurement Simplified: A Step-By-Step Guide for ISO 9001:2000 Certification by Terry Vavra, hardcover, 328 pages, 2001, $58.00

Recent changes to the ISO 9001:2000 international standards require that organizations must have an effective method of measuring customer satisfaction to achieve ISO certification. Customer Satisfaction Measurement Simplified is the first book on the market specifically written to assist in meeting this requirement.


Videos

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Customer Driven Process Improvement, by Earl Naumann, VHS video tape, 1 hour 20 minutes run time, includes 1 workbook, $199

Continuous improvement is essential to long-term business success. Improvement initiatives can include changes in products and services, in organization structure, or in the behavior of employees. But one of the most important areas is customer driven process improvement.  This video teaches you how to capture customer feedback and link it directly to your organization's core process metrics for continuous improvement.

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Building Relationships With Key Accounts, by Earl Naumann, VHS video tape, 39 minutes run time, includes 1 workbook, $199

With this video, you will learn how to develop lasting relationships with core customers by blending customer satisfaction surveys, personal interviews, team site visits, and process improvement into your organization's corporate culture.


Workbook-Based Self-Study Programs

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Managing the Customer Satisfaction Process, by J. Stephen Sarazen, self-study course, 3-ring binder, two multiple choice tests, one CEU upon successful completion, $139

This course defines each step of the customers satisfaction management process and equips you with powerful research, quality, and planning tools to carry out the improvement process in your department and company.


The Resource Center for Customer Service Professionals LLC
PO Box 401, Western Springs, IL  60558
Tel: (708) 246-0320   Fax: (708) 246-0251  

Copyright © 2000-2012 Resource Center for Customer Service Professionals LLC.  All rights reserved.
Last modified May 4, 2012