Organizations with a customer-focused outlook believe that the businesses long term successes dependent on the organizations commitment to customer satisfaction. Customer Focus requires vigilant integration of various factors that when combined will set the organization apart from its competitors, attract and keep profitable customers as well as motivate staff and increase productivity. This training course has been designed to teach delegates the fundamental principles, practices and skills required that leading organizations employ to deliver world-class customer service experiences as well as explain the requirements to build a customer focused culture within a department or organization.
Understanding customer expectations
Techniques for exceeding customer expectation
Implementing benchmarking for competitive measurements
Assess your organizational structure and its focus on customer service
Developing a customer service focused infrastructure within your department
How to deal with customer issues efficiently and effectively
Six Hat problem solving methodology
Strategy Modelling top performing customer service representatives
Conflict and dispute resolution techniques
Influencing organizational perception
Building strong client-customer relationships
Encouraging learning within the department
Developing a long term strategic goal for strong customer service levels
Learning models for customer service strategies
Behavioral Modelling
Neurological Modelling & Planning techniques
Team work exercises and promoting collaboration
Discuss integral qualities in customer service
Customer service skills that are transferable to different roles
The role and importance of the supervisor
How to reduce staff turnover, motivate and keep your employees
Encouraging staff input
Discuss specific examples of customer service situations in their organizations
Incentive and reward techniques for improving productivity and morale
The importance of skills training in all major organizations
Improving customer service skills and keeping up with competition
Benchmarking techniques
How to select an appropriate self-development program?
Coaching methodologies
Mirroring customer service techniques based on top customer service representatives
Creating an action plan for implementation within the department
Build a customer focused culture within the department
Improve performance and customer experience
How to improve the standards of service delivery?
Operations analysis and streamlining for optimum service level
How to increase customer satisfaction?
Improving internal services
Increase staff retention and motivate your workforce
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