That’s Customer Focus © 2008 - 2011
Customer-Focused Leadership Training
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.
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:
- Laying the Foundation
- Commit to Service Excellence
- Lead with a Customer Focus
- Listen to the Voice of the Customer
- Enhance and Align the System
- Build and Strengthen Service Partnerships
- Define Service Performance Requirements and Boundaries
- Develop Personal Autonomy
- Measure What’s Important
- Hold Everyone Accountable
- Recognize and Reward
- Embedding Customer Focus
- Action Planning
Customer Focused Leadership Online Assessment
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.
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. 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.
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.
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 printable copy of this overview and/or a no-obligation fee estimate, click here.
Train-the-trainer certification is also available.
For more information about this outstanding workshop please give us a call at 416-698-8230 or send us a request by clicking here
The Customer-Focused Leadership program 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. It also provides proven strategies and approaches for becoming a customer-focused leader.
After all, customer focus is a leadership issue.
Our Training Gets Results
2009 - One of our clients won the International Service Excellence Award
2010 - Another client was nominated for this award
New!
Online Customer Service Certification training for under $200.00
Click here for details.
