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Books and Workshops to build and sustain customer focus and service excellence throughout your entire organization.
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:
- Understand why service and retention is a critical business strategy
- Understand the role service plays in client satisfaction and retention and the critical role all employees play in creating value and building loyalty
- Understand the significance and importance of internal service partnerships
- Determine who their internal partners are and what they want and expect when it comes to exceeding customer expectations
- Identify pro-active strategies for getting customer and partner feedback
- Determine their role in Service Recovery and develop proactive strategies designed to regain the customer’s confidence and business
- Understand their role in aligning systems and processes which the customer views as value added.
- Develop a Personal Action Plan for implementing what they learn on-the-job.
Topics include:
- What is Service?
- Creating a Competitive Advantage
- What Are Your Customers Worth?
- Service Partnerships- Internal Cooperation
- What is Your Contribution?
- Building and Strengthening Internal Partnerships
- Moments of Truth and Coffee Stains
- Understanding Customer Expectations
- The Power of Customer Perception
- What Customers Want
- Retention, Pro-active Recovery and Loyalty
- Personal Recovery and Retention Strategies
- Creating a Legend
- Continuous Improvement
- 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.
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...
- You will never get it right for the customer if you don't get it right internally first.
- Most service problems are the result of a breakdown in internal communication, team work, cooperation or non-customer friendly processes and procedures.
- The cost of poor service can represent 15% to 30% of your operating expenses
- 8 out of 10 customers who receive poor service go elsewhere
If you would prefer an online version of this program, check out Maximizing the Customer Experience. Click Here.
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
