Books and Workshops to build and sustain customer focus and service excellence throughout your entire organization.

Customer Focus for the Back Office

Successful, Customer-Focused Organizations share the belief that No One is more important than the customer and that every employee has a part to play in creating customer value.

This program is designed for all back office or support employees who do not interact directly with customers. Support employees who have direct customer contact should attend our Frontline program. It presents a process for creating a customer-focused mind-set and provides tools and tactics for enabling participants to put customer-contact employees in the position to succeed with each customer.

It provides participants with strategies and skills that will help them make the most of their day-to-day interactions with people who receive their work-product, products and services which ultimately impact on the customer.

This in-house program is available in one-day and two-day formats and can be customized to reflect your specific requirements.

Upon completion of this program participants will:

Topics include:

  1. What is Service?
  2. Creating a Competitive Advantage
  3. What Are Your Customers Worth?
  4. Service Partnerships-  Internal Cooperation
  5. What is Your Contribution?
  6. Building and Strengthening Internal Partnerships
  7. Moments of Truth and Coffee Stains
  8. Understanding Customer Expectations
  9. The Power of Customer Perception
  10. What Customers Want
  11. Retention, Pro-active Recovery and Loyalty
  12. Personal Recovery and Retention Strategies
  13. Creating a Legend
  14. Continuous Improvement
  15. Your Personal Action Plan

As part of this program, participants complete a Personal Action Plan for how they will take what they learn and apply it on-the-job.

This highly interactive program can be conducted in both 1-day and 2-day formats and includes an effective balance of lecture, individual and group activities and exercises. Participants will receive a three ring binder containing all of the of reference information presented in the workshop together with learning activities, exercises and job aides.

Train-the-Trainer Certification

We will be pleased to provide Train-the-Trainer certification to your trainers should you wish to conduct this training within your organization yourself. We will be pleased to discuss our certification process with you.  

Customer Focus for the back Office Workbook


To obtain a copy of this course description click here

To obtain a no-obligation fee estimate, call us at 519 284-8080.

Train-the-trainer certification is also available.

Did you know that...

If you would prefer an online version of this program, check out Maximizing the Customer Experience. Click Here.

Maximizing the Customer Experience Online Certification Program

Your employees will develop a Customer-Focused Mind-set and build strong internal cohesion and cooperation focused on adding value to the Customer Experience.

For more information about this outstanding workshop please give us a call at 519 284-8080 or send us a request by clicking here.

Customer Focus for the Back Office Workshop

Maximizing the Customer Experience Online Certification Training program