• 
• Introduction
• Basic Modules
• Special Modules
• Trainer Information
• Project
• Contact
•  

• S 1
• S 2
• S 3
• S 4
• S 5
• S 6
• S 7
• S 8
• S 9
• S 10
• S 11
• S 12
• S 13
• S 14

• Summary
• Component A
• Component B
• Component C
• Component D

S2: Customer needs (summary)

The knowledge about its customers (both regular customers and potential new customers) and their needs and desires is crucial to the future viability of a company.

The module consists of four parts:

• Component A: Customer analysis
• Component B: Customer satisfaction
• Component C: Measuring customer satisfaction
• Component D: Dealing with complaints

Module S2 available in the following languages:
→ German

Materials:

Component A: Customer analysis
S2-A1: Customer analysis
S2-A2: Questionnaire customer analysis
S2-A3: Customer map

Component B: Customer satisfaction
S2-B1: Customer satisfaction
S2-B2: The buying process
S2-B3: How to arouse customer's interest (discussion)

Component C: Measuring customer satisfaction
S2-C1: Measuring customer satisfaction
S2-C2: Developing a snapshot
S2-C3: Preparing a written survey
S2-C4: Plan regulars' table for customers

Component D: Dealing with complaints
S2-D1: Dealing with complaints and grievances
S2-D2: Play roles "Dealing with complaints"
S2-D3: Book for complaints