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Books and Workshops to build and sustain customer focus and service excellence throughout your entire organization.
Your Employees will develop a Customer-Focused Mind-set and learn how to use proven tactics and tools to increase customer focus, enhance customer satisfaction, encourage customer loyalty and ensure customer retention.
Whether your goal is to sharpen customer focus, improve customer retention, create value and build customer loyalty or enhance the delivery of service to your customers, this program is for you.
This in-house program is designed specifically for all front-line employees. It is available in a two-day format and can be customized to reflect your specific requirements.
It presents a process for sharpening customer focus and improving service at the point of contact with the customer.
This process provides participants with strategies and skills that will help them make the most of their day-to-day interactions with customers and co-workers.
Upon completion of this program participants will:
- Understand why customer focus, service and retention is a critical business strategy
- Understand the role customer focus plays in customer satisfaction and retention and the critical role employees play in creating value and building loyalty
- Determine what customers’ want and expect when it comes to the service they receive
- Identify pro-active strategies for getting customer feedback
- Evaluate processes and procedures and look for ways to make these more customer friendly
- Develop strategies for exceeding customer expectations
- Develop pro-active recovery strategies to regain the customer’s confidence and business
- Strengthen internal service partnerships and processes
Topics include:
- What is Customer-Focus?
- Creating a competitive advantage
- What Are Your Customers Worth?
- Moments of Truth…and Coffee Stains
- Creating Value for Customers
- Creating a Legend
- What Customers' Want
- Moments of Truth and the Cycle of Service
- The Power of Customer Perception
- Understanding Customer Expectations
- Retention, Pro-active Recovery and Loyalty
- Personal Recovery and Retention Strategies
- Service Partnerships-Internal Cooperation
- Your Role in 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 is conducted in a 2-day format and includes an effective balance of lecture, individual and group activities and exercises. The recommend class size is 12 to 14 participants but larger class sizes can be accommodated. 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.
For more information about this outstanding workshop please give us a call at 519 284-8080 or send a request by clicking here.
Did you know that...
- Customers are willing to pay from 9% to 22% more for exceptional service
- 60% say they would try a new brand if they could get better service
- 8 out of 10 customers report they no longer deal with a provider due to poor service
- It costs 5 to 8 times more to get new customers than it does to keep the ones you have
Source: Amex Global Service Barometer 2010 and 2011
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.
If you would prefer an online version of this training program please check out Maximizing the Customer Experience. Click Here.
Customer Focus for the Frontline Workshop
This video describes this terrific workshop. It was produced by our training and consulting firm, The Training Bank.