TRAINING THAT GETS RESULTS

CUSTOMER FOCUS FOR THE BACK OFFICE

This customer focus training program targets the needs of all back office or support employees.

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.

This program creates a customer-focused mind-set and presents a process which enables employees to understand what they must do in order to contribute to adding value to each and every customer interaction with your organization.

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.

This on-site program is available in one-day and two-day formats.

Whether you would like to use this generic program or have us customize it to reflect your specific requirements, we can help.

LEARNING OBJECTIVES

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 and partner 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.

Topics in this program include:

What is Service?
Creating a Competitive Advantage
What Are Your Customers Worth?
Service Partnerships- Internal Cooperation
What is Your Contribution?
Building and Strengthening Internal Partnerships
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
Continuous Improvement
Your Personal Action Plan

TOPICS COVERED

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.

OPTIONS

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 training 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.

Customer Service Customer Focus Training

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

Online Customer Service Certification Training for under $200.00.

Click Here for details.

Did you know that...

You’ll never get it right for customers if you don't get it right internally first.
Most service problems result from a breakdown in internal communication, team work, cooperation or non-customer friendly processes & procedures.
The cost of poor service can represent 15% to 30% of operating expenses

8 out of 10 customers who receive poor service go elsewhere

That’s Customer Focus!

Maximizing the Customer Experience

That’s Customer Focus!

Maximizing the Customer Experience

Click here to obtain a copy of the course description

Click here to obtain a no obligation fee estimate