Location

Duration

Date

Fee inclusive of VAT

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
Simulation

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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