From the
Authors of That's Customer Focus!
The
Customer-Focused Leadership Workshop
This
Program Incorporates Proven Best Practices In Customer-Focused
Leadership Which Enable Managers To Build and Strengthen Customer Focus, Improve
Employee Productivity and Service Performance And Improve Profitability.
Customer Focus is a Leadership Issue
Customer-Focused
Leadership provides you with proven fundamentals for developing and
improving customer focus and service quality throughout your
organization. This program provides a way of thinking,
a mind-set that can empower people to go beyond satisfaction. If you
are serious about making Customer Focus a competitive advantage in
your organization, this program is a must.
This program
is
specifically designed for Executive, Directors, Managers,
Supervisors and Team Leaders who are
responsible for creating a customer-focused service
environment.
To
obtain a printable copy of this overview,
click here.
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
-
The importance of continuous improvement
by developing customer friendly systems and
processes
-
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 and hold people
accountable
-
How to reinforce a
customer-focused vision, values and standards
-
Measuring and
rewarding customer-focused performance excellence
Participants will develop a
Personal Action Plan
for implementation after the program
Topics include:
-
Laying the Foundation
-
Commit to Service Excellence
-
Be Pro-Active in Recovery
-
Enhance and Align the System
-
Listen to the Voice of the
Customer
-
Lead with a Customer Focus
-
Define Service Boundaries
-
Provide Autonomy
-
Measure What’s Important
-
Accountability for All
-
Recognize and Reward
-
Action Planning
This 2-day,
highly interactive program includes an effective balance of lecture,
individual and group activities and exercises. Participants
complete a Personal Action Plan for implementation after the
program. A popular option also available is our Customer
Focused Leadership online assessment survey which
participants can complete prior to the program so that what
is delivered targets specific learning needs. We will be
pleased to discuss this option with you.
Please ask us about
our Customer Focus In Action Activity Guide or read on.
Train-the-trainer
certification is also available
The
Customer Focus
In Action Activity Guide
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.
It also includes a Critical Actions Checklist and Planner to keep
managers organized.
AND
Examples and
explanations of Six different
problem-solving tools and techniques to help you resolve
a wide variety of complex service problems.
AND
Some
checklists to keep service
improvement teams
organized.
Plus
Included in the team
problem-solving module is a complete yet, simple and highly
effective Model for Customer-Focus team problem-solving.
