Management / Costing Finance and Accounting

Durations : 5 Days

Building A Customer-Centric Service Culture

MF161

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All our services are oriented to be offered to Companies, Government Sectors and Authorities within a pre-agreed career development plans and human resources development strategies.
Our programs are designed to serve specific sectors and not proportion with public.

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.

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