Voice of the Customer Masterclass

The Voice of the Customer is an obvious idea – but one that is often miss-understood or rarely engaged.

Many organisations make assumptions around what they think a customer wants and needs and ignores what is really happening.

A company with an attrition problem (customer or employees) has not often not understood the voice of their customer.

A product or service with a poor take up might be due to providing  a service that is misaligned with what your customers want.

In our workshop, we’ll look at some of the most effective techniques for understanding the voice of the customer an dhow you can use this insight to drive high performance.

Voice of the customer
Understand how to look at problems through the customers perspective

Data Collection methods
we’ll look through the most common data collection methods along with their pros and cons

Kano model
a great model for separating our needs from wants and helping ensure your product or service meets customer requirements

Customer Feedback
Your customers feedback could be the most important feedback you’ll get in business

Actioning VoC data
it’s one to collect the data, it’s another thing altogether to use this data to take action

Critical to Customer
learn how to distill your customer’s voice into clear and effective Critical to Customer requirements or CTQs



Aligned to ISO 13053 Quantitative methods in process improvement – six sigma standard

Lean Training Certified


Boost your professional development and increase your earning potential with a recognised Lean Six Sigma certification

Project Completion


Use your newly found Lean Six Sigma skills to complete improvement project and increase customer satisfaction


Lean Six Sigma

This is all our experts do – and they practise it for a living. You’ll get to learn from the best in the industry

Lean Training Certified


Receive a Certificate – Practice what you learn

lean Templates


All our courses come complete with a suite of templates that you can use after the course


Day 1

Balancing customer concerns

  • Internal vs External customers
  • Voice of the customer collection approaches
  • Data Collection methods
  • Critical to Quality items
  • Case Study

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People trained
Courses offered
Modules of learning created
Amazing clients
Improvement projects completed
Awesome consultants who’ve worked for us

"The [Lean Training] course was great and I’ve come away from that with lots of energy and passion, I’m now looking forward to applying this to my work."

Fraud Controls Consultant, Financial Services

The consultant has been excellent throughout the time he has worked with my team. Together we have driven change and broken down barriers throughout the company and this has returned great results over the last year.

Service Team Manager, Medical Services

I feel LEAN is really valuable to any organisation and can give a fresh perspective to business processes that supports reduction in failure demand whilst balancing the needs of the customer and business.

Customer Service Manager, Medical Services

"I really enjoyed the session, it has given me a lot to think about with my coaching and a great new angle to approach performance. I would in fact say that I found it fascinating that we able to look at our calls in that amount of detail."

Team Leader, Call Centre, Financial Services

Team are very easy to work with and all have credibility and an engaging style. I've really enjoyed working with the team.

Program Manager, Medical Services

Our Approach to Lean Consulting

We utilise a wide range methodologies, tools and techniques to provide services to our clients. Some are well-known approaches such as DMAIC or PDCA, others are bespoke to Lean Consulting and have been developed and refined over the years to provide maximum results for our clients.

Our Approach

About Lean – Process Improvement

No doubt you are familiar with the term ‘Lean’. It’s become a popular terminology for change in today’s corporate culture.

About Lean

About Six Sigma

Six Sigma is an analytical approach to performance improvement and when used with Lean Management Techniques, it is a powerful tool for improving the performance of your business.

About Six Sigma

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