From the
Authors of That's Customer Focus!
Customer Focus
for the Back Office
Create The Mind-set You Need To
Increase Customer Focus, Improve Internal and External Service Performance, Customer
Retention And Loyalty.
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. You will never get it right for the
external customer if you don't get it right internally first.
This one-day program is designed specifically for all back office or
support employees. It presents a process for creating a
customer-focused mind-set such that all employees understand what
they must do in order to enable customer-contact employees to exceed
customer expectations. This
process 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.
If you are serious about making
Customer Focus and Service Quality a competitive advantage in your organization, this
program is a must. Whether you would like to use this generic
program or have us customize it to reflect your specific
requirements, we can help.
To
obtain a printable copy of this overview,
click here.
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 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 an Action Plan for implementation after
the program
Topics include:
-
What
is Service?
-
Creating a Competitive Advantage
-
What
Are Your Customers Worth?
-
Service Partnerships- Internal Cooperation
-
What
is Your Contribution?
-
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
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 1-day format and includes an effective
balance of lecture, individual and group activities and exercises.
Train-the-trainer
certification is also available
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