Books and Workshops to build and sustain customer focus and service excellence throughout your entire organization.
By Ray Miller
We have separated these objectives into two groups:
The learning needs of these groups are significantly different if you are to maximize sustainable change and customer-focused improvements.
Let’s start with non-management staff.
At the very least, your training should achieve the following objectives:
In addition to the foregoing, any employees who interact directly with customers may also need training which enables them to:
What about Managers, Supervisors and Team Leaders?
Now let’s consider what those who supervise others need to know and do in order to build and maintain the kind of environment where customer focus best practices flourish. Not surprisingly, they need training which achieves all of the above objectives. In addition, their training should ensure that they can:
By ensuring that the training you provide accomplishes all of these objectives you can be certain that you will have provided your employees with the mind-set, knowledge, skills and tools they will need to become customer-focused.
On a parallel track to your training you will need to address issues associated with your policies, procedures, performance management processes, measurement practices, and reward and recognition practices, but these are fodder for future articles.
If you are not sure where to go from here, give us a call or send us an email. We will be happy to help.
Ray Miller is Managing Director of The Training Bank and author of That’s Customer Focus! and The Customer Focus Companion.
The Training Bank is a full service training and development firm which specializes in fully customizable Leadership, Customer Focus, Service Excellence, Management and Supervisory Development training.
Enhance your Customers’ Experience and sharpen your Customer Focus to differentiate your organization and build long-term loyalty and profitability.
If you need help, check out our book, That’s Customer Focus!: The Overworked and Under-appreciated Managers Guide to Creating a Customer-Focused Organization.
Everything you need know and do to create and implement your strategy is covered in this great book.
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