Needs discovery
Map a current situation involving needs discovery; separate facts from assumptions and identify questions that need clarification.
All programmesCommunication & Collaboration / PM-COM-002
Customer Satisfaction Practice
A practical programme in customer satisfaction practice, connecting working concepts with team decisions and relevant workplace examples.
About the Course
This programme develops a working approach to customer satisfaction practice in the context of messages, relationships and collaborative decisions. Participants move from understanding the main concepts to examining a case, testing alternatives and explaining a practical recommendation. The three modules focus on needs discovery, feedback and service recovery. Examples are selected after the training brief so that they reflect the responsibilities and experience of the participant group.
Course Objectives
- Explain the role of needs discovery and identify the information required for a reliable assessment.
- Use a structured worksheet to examine feedback and compare reasonable alternatives.
- Identify assumptions, missing evidence and implementation concerns related to service recovery.
- Prepare a communication brief, role-play and feedback record for discussion with a professional team.
- Translate the exercise into a workplace action plan with owners, review points and measurable progress.
Who Can Benefit
- Professionals with stakeholder-facing responsibilities: apply needs discovery to their responsibilities through a guided case and a course-specific worksheet.
- Team leaders and client-facing staff: apply feedback to their responsibilities through a guided case and a course-specific worksheet.
- Communication and coordination teams: apply service recovery to their responsibilities through a guided case and a course-specific worksheet.
Participant experience and learning needs are reviewed before the programme is confirmed.
Curriculum & Practical Work
Feedback
Compare two approaches to feedback; explain the expected benefits, limitations and information gaps.
Service recovery
Develop an action plan for service recovery; assign responsibilities and agree how results should be reviewed.
Learning Method
Short concept discussions, guided worksheets, group comparisons and instructor feedback, followed by a workplace action plan.
Educational programme. No professional accreditation is implied; specialist legal, engineering or tax advice requires qualified professionals.