💡 What You’ll Learn
This Voice of the Customer training course gives you an understanding of the key drivers and desires of your customers. You’ll explore why the Voice of the Customer (VoC) matters, how to segment customers, and how to gather and translate their input into tangible business improvements.
📦 Course Content
✅ What is the Voice of the Customer?
✅ The three customer types: Internal, External, and Regulatory
✅ Why is Voice of the Customer important?
✅ Understanding your customers’ needs
✅ Why do customers leave?
✅ How do you know if you’re getting it wrong?
✅ The Complacency Gap
✅ Seeing your customers’ perspectives
✅ Identifying customers
✅ Customer and market segmentation
✅ Prioritising customer segments
✅ Data collection methods
✅ Understanding Critical to Customer (CTC) requirements
✅ Interpreting customer language
✅ Setting product and service specifications
📋 Prerequisites
There are no prerequisites for this course — it’s suitable for professionals at all levels.
🎯 Who Should Attend?
This course is ideal for anyone involved in customer service, marketing, or Business Improvement. Whether you’re in a customer-facing role or managing internal processes, this training will sharpen your ability to understand and act on what really matters to your customers — both inside and outside the organisation.