Management >> Costing Finance and Accounting

Building A Customer-Centric Service Culture





Fee inclusive of VAT

5 Days
4,600 (USD)

Course Overview

This highly engaging training course demonstrates how to measure the current level of customer centricity by better understanding your customer experiences and requirements; and reinvent your brand and culture to deliver the perfect customer service experience. This will both challenge and excite delegates, inspiring them into action having experienced the power of customer-centric thinking.

Course Objective

  • Improve the customer experience within their organisation
  • Help develop a customer-centric service culture
  • Develop, implement, train and monitor brand experience behaviours
  • Challenge how customer centricity is delivered by existing strategy and how it drives superior performance
  • Develop a customer-focused mindset for continuous improvement
  • Produce a personal service improvement action plan

Who Should Attend?

  • Supervisors
  • Customer Service Team Leaders and Supervisors
  • Sales Managers
  • Customer Service Managers

Course Outline

  • Defining your current customer service culture
  • Measuring the level of customer centricity
  • Intuition is not acceptable. Decisions must be made using quantitative data
  • How does your organisation rate on customer centricity? Do your customers agree?
  • Primary and secondary motives for the new culture
  • Vision and Values – empty words?
  • Developing Brand Values and Behaviours that determine how you do business with your customers and how your employees are managed
  • Starting with vision and values
  • Communication consistency to build trust and passion
  • Share feedback – customers, suppliers and employees
  • Examining competency requirements
  • Ensure proficiency in technical and soft skills
  • Making it easier and nicer for customers to use your solutions
  • Customer centric policies, procedures and tools
  • Identify employee competencies that directly reflect brand values
  • Getting the right people in place with the personality to match the desired culture
  • Drive a customer experience culture across your area of responsibility
  • Identify and implement significant changes in customer experiences
  • Empower everyone to be a customer service leader

Training Methodology

  • Presentation & Slides
  • Audio Visual Aids
  • Interactive Discussion
  • Participatory Exercise
  • Action Learning
  • Class Activities
  • Case Studies
  • Workshops

Terms & Conditions

ACTrain reserves the right to alter the Course Schedule without Prior Notification, Fees Quoted are Subject to Terms & Conditions Outlined in ACTrain's Registration Policy

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