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

Customer-Focus for the Frontline Workshop.

Your Employees will develop a Customer-Focused Mind-set and learn how to use Proven Tactics and Tools To Increase Customer Focus, Customer Satisfaction, Customer Loyalty and 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 one-day and two-day formats and can be customized to reflect your specific requirements.

It presents a process for creating or enhancing 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 people who receive their work-product, products and services.


Training Programs

Upon completion of this program participants will understand:

Topics include:

  1. What is Customer-Focus?
  2. Creating a competitive advantage
  3. What Are Your Customers Worth?
  4. Moments of Truth…and Coffee Stains
  5. Creating Value for Customers
  6. Creating a Legend
  7. What Customers' Want
  8. Moments of Truth and the Cycle of Service
  9. The Power of Customer Perception
  10. Understanding Customer Expectations
  11. Retention, Pro-active Recovery and Loyalty
  12. Personal Recovery and Retention Strategies
  13. Service Partnerships-Internal Cooperation
  14. Your Role in 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. The recommend class size is 12 to 14 participants but larger class sizes can be accommodated.

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...

Source: Amex Global Service Barometer 2010 and 2011

Our Training Gets Results

2009 - One of our clients won the International Service Excellence Award

2010 - Another client was nominated for this award

To obtain a printable copy of this overview and/or a fee estimate, click here.

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


Online Customer Service Certification training for under $200.00

Click here for details.

Maximizing the Customer Experience Online Training Program