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Books and Workshops to build and sustain customer focus and service excellence throughout your entire organization.
Customer-Focused Leadership Workshop
Upon completion of this program participants will understand:
- Why customer focus provides a competitive advantage
- How to demonstrate commitment to Customer Focus
- How to create an organization that customers brag about
- How to develop quick and proactive recovery strategies
- How to develop customer friendly systems and processes
- How to build a strong and cohesive internal service organization
- How to listen to the voice of the customer and what to do with customer feedback
- How to Lead with a customer-focused mind-set
- How to identify and define Customer-Focused Performance Standards
- How to hold people accountable
- How to reinforce a customer-focused vision, values and standards
- What to measure and how to recognize and reward customer-focused performance excellence
Participants will develop a Personal Action Plan for implementation after the program
Topics include:
- The Characteristics of Customer Focused Organizations
- Why Commit to Customer Focus
- Leading with a Customer Focus
- Listening to the Voice of the Customer
- Enhancing and Aligning the System
- Building and Strengthening Service Partnerships
- Defining Service Performance Requirements and Boundaries
- Providing Personal Autonomy
- Measuring What’s Important
- Holding Everyone Accountable
- Recognizing and Rewarding
- Embedding Customer Focus
- Action Planning
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.
Specifically designed for leaders of all levels including Managers, Supervisors and Team Leaders, this 2-day, highly interactive program includes an effective balance of lecture, individual and group activities and exercises. The recommended class size is 12 to 14 participants.
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.
The Customer-Focused Leadership Workshop provides you with 10 proven fundamentals for developing and improving customer focus and service quality throughout your team, department, division and organization.
You will explore a way of thinking and understand the kind of mind-set you will need to adopt in order to empower people to go beyond satisfaction. The Customer-Focused Leadership Workshop provides proven strategies and approaches for becoming a customer-focused leader.
After all, customer focus is a leadership issue.
The video below describes this workshop in detail. (It was produced by our training company called The Training Bank.)
Did you know that...
- The main reason service fails in most organizations is because managers at all levels do not provide the kind of leadership and support needed to sustain a customer-focused culture.
- All customer-focused organizations ensure that managers at all levels are equipped with the knowledge and skills needed to build and sustain strong customer focus within their area of responsibility.
A popular option also available is our Customer Focused Leadership online assessment survey which participants can complete prior to the program. The results of this assessment provide a clear picture of your managers attitudes, perceptions and actions as these related to the essential customer-focused leadership practices and competencies addressed through this training.
We also have a companion assessment that can be conducted with non-management staff in or to get a 180 degree view of your managers actual performance.
We will be pleased to discuss this option with you.
Customer Focused Leadership Online Assessment
This Activity Guide is an invaluable tool to assist managers who complete this training implement what they learn in a highly structured, organized and effective manner.
This exceptional resource contains 14 Customer Focus team meeting activity guides with explicit instructions on how to conduct each meeting. These activities include:
- Developing a Team Vision
- Establishing Team Goals, Roles and Ground Rules
- Bringing Your Service Values to Life
- Identifying Your Internal Business Partners
- Gathering Internal Partners’ Requirements
- Responding to Internal Partner Requirements
- Identifying Moments of Truth
- Moments of Truth and Cycles of Service
- Identifying Coffee Stains
- Developing a plan for Listening to the Voice of the Customer
- Identifying Service Obstacles
- Solving Team Problems
- Building Recovery Strategies
- Conducting a Customer Focus EXPO
It also includes:
- a Critical Actions Checklist and Planner to keep managers organized.
- examples and explanations of Six different problem-solving tools and techniques to help you resolve a wide variety of complex service problems.
- some checklists to keep service improvement teams organized
- a simple and highly effective Model for Customer-Focus team problem-solving.