Customer Focus is a Leadership Issue!
Did you know that...
- Customer focus fails in most organisations because managers at all levels do not provide the kind of leadership and support needed to sustain a customer-focused culture.
- The best customer-focused organisations ensure that managers are equipped with the knowledge and skills needed to build and sustain strong customer focus.
This program provides participants with proven best practices for developing and improving customer focus and service quality throughout your organisation.
It provides a way of thinking, a mind-set that drives people to go beyond mere satisfaction. It also provides proven strategies and approaches for becoming a customer-focused leader. Participants acquire the knowledge,skills and tools necessary to make Customer Focus a competitive advantage in your organisation.
Specifically designed for anyone who manages and leads others, this 2 day, highly interactive program includes an effective balance of lecture, individual and group activities and learning exercises.
Learning Objectives |
Key Topics |
Upon completion of this program, participants will be able to:
- Define why customer focus provides a competitive advantage
- Demonstrate a tangible commitment to Customer Focus
- Map the customer’s journey and learn how to create an organization customers will brag about
- Develop quick and proactive recovery strategies
- Develop customer-friendly systems and processes
- Listen to the voice of the customer and know what to do with customer feedback
- Lead with a customer-focused mind-set
- Identify and define Customer-Focused Performance Standards
- Hold people accountable for service excellence
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Topics in this program include:
- Characteristics of Customer-Focused Organisations
- Why Customer Focus
- Commit to Service Excellence
- Lead with a Customer Focus
- Listen to the Voice of the Customer
- Enhance and Align the System
- Build and Strengthen Service Partnerships
- Define Service Boundaries and Provide Autonomy
- Measure What’s Important
- Hold Everyone Accountable
- Recognize and Reward
- Embedding Customer Focus
- Action Planning
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- Reinforce a customer-focused vision, values and standards
- Determine what to measure and how to recognize and reward customer-focused performance excellence
- Embed customer focus throughout their department or team
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This program includes an effective balance of presentation, individual and group activities and exercises. Participants complete a Personal Action Plan for implementation after the program. Participants receive a detailed participant workbook containing details of what is covered in the training as well as exercises and job aids. The recommended class size is 12 to 15 participants.
Customer-Focused Leader’s Online Assessment
A popular add-on to this course is the Customer-Focused Leadership Online Assessment Survey. Participants complete this online questionnaire prior to attending the program. The results are tabulated and analyzed to reveal the participant’s attitudes, perceptions and current leadership practices.
A second online questionnaire can also be completed by the participant’s staff or team members. This provides a more complete picture of the participant’s leadership practices in the area of customer focus and service excellence.
We will be pleased to discuss these options with you.
Customer-Focused Leader’s Embedding/Activity Guide
This Guide is an invaluable tool to assist managers who complete this training to implement and embed what they learn in a highly structured, organized and effective manner.
This exceptional resource contains 17 Customer Focus team meeting activity guides with explicit instructions on how to conduct each activity.
These Activities have been carefully selected and designed to help you accomplish the following:
- Develop a Team Vision
- Establish Team Goals, Roles and Ground Rules
- Bring Your Service Values to Life
- Identify Your Internal Service Partners?
- Gather Internal Partners’ Requirements
- Respond to Internal Partner Requirements
- Identify Moments of Truth and Cycles of Service
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- Develop a plan for Listening to the Voice of the Customer
- Identify and Remove Service Obstacles
- Solve Team Problems
- Build Recovery Strategies
- Organize a Customer Focus EXPO
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