TRAINING THAT GETS RESULTS

This on-site customer focus training program is a perfect fit for all customer contact employees. It is available in a two-day format.

It presents a proven approach for creating or enhancing customer focus and service excellence at the point of contact with customers.

This highly-interactive training program provides participants with strategies and skills that will help them make the most of their day-to-day interactions with customers and colleagues.

Customers value service and in today’s economy they want and expect it if they are to give you their loyalty and repeat business. This training program will help you to make customer focus and service excellence a competitive advantage in your organization.

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 what customer focus is and why customer focus is a critical business strategy
Understand the role customer-focused service plays in customer satisfaction and retention and the critical role employees play in creating value and building loyalty
Determine what customers’ want and expect when it comes to the service they receive
Trace the customers journey through the organization and look for ways to add value
Identify pro-active strategies for getting customer feedback
Evaluate processes and procedures and look for ways to make these more customer friendly
Develop strategies for exceeding customer expectations
Develop pro-active recovery strategies to regain the customer’s confidence and business

Build and Strengthen internal service partnerships, processes, internal communication and teamwork which focuses on adding value to the customer experience

Topics in this program include:

What is Customer Focus?
Characteristics of Customer-Focused Organizations
What is Customer-Focused Service and Why is it Important?
The Five Dimensions of Service
Service versus Services
Understanding Your Customers
What Customers Want
Identifying What Customers Value
Understanding Customer Expectations
The Power of Customer Perception
Moments of Truth and Cycles of Service
Customer Touch Points
Service Partnerships-Internal Cooperation
Building /Strengthening Internal Partnerships
Pro-active Recovery and Retention Strategies
Your role in Continuous Improvement
The Power of Stories and How to Create Them

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, 2-day program includes an effective balance of lecture, individual and group activities and exercises.

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

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CUSTOMER FOCUS FOR THE FRONTLINE

Enable your customer contact staff with the Mind-set, Strategies and Skills Needed To Sharpen Customer Focus, Increase Customer Satisfaction, Improve Service Performance and Service Recovery, Customer Retention And Loyalty. We provide Proven Tools, Tactics and Strategies to get the job done.

Online Customer Service Certification Training for under $200.00.

Click Here for details.

Did you know that...

Customers are willing to pay from 9% to 22% more for exceptional service
60% say they would try a new brand if they could get better service
8 out of 10 customers report they no longer deal with a provider due to poor service

It costs 5 to 8 times more to get new customers than it does to keep the ones you have

Source: Amex Global Service Barometer 2010 and 2011

That’s Customer Focus!

Maximizing the Customer Experience

That’s Customer Focus!

Maximizing the Customer Experience

Click here to obtain a downloadable course description

Click here to obtain a free, no obligation fee estimate