TRAINING THAT GETS RESULTS
Follow the detailed guidelines, steps and approaches and you will be able to develop and implement a successful customer focus strategy and implementation plan. AND... That’s Customer Focus was recently named a Top 10 Customer Service Book.
You’ve read That's Customer Focus! and you’ve decided to take the next step and put what you now know into action. This invaluable e-Book resource will help you to stay on track and leverage every action you take using a proven, structured approach.
You will save countless hours as we have developed everything you need to set up and conduct those critical meetings for focusing your staff on creating customer focus.
This 160+ page e-book includes:
- specific details on how to set-up your Customer Focus team
- instructions on how to structure team meetings to get maximum benefit.
- a 20 page action planning tool
- 14 comprehensive, fully detailed Customer Focus team meeting activities
- each activity guide provides everything needed to conduct highly successful training and planning meetings
- clear easy-to-follow, step-by-step instructions,
- detailed explanations of how to use team problem solving and decision making tools,
- 8½ X 11 format for ease of use
- Specific details on how to set-up your Customer Focus team and structure team meetings to get maximum benefit.
It includes a 20 page action planning tool to help you document and translate what you learned from reading That's Customer Focus and create your own personal action plan for how you will become a customer-focused leader.
It also includes 14 Customer Focus team meeting activity guides with explicit instructions on how to conduct each meeting.
Meetings range from 40 minutes to 1 hour and 30 minutes.
Each meeting guide includes:
- Goals and Objectives
- Timing
- Prerequisites
- Printable Handouts
- Recommended Flip Charts
- A step-by-step guide detailing what to say and do
Each Activity has been carefully selected and designed to help you accomplish the following:
- Develop a Team Vision
- Establish Team Goals, Roles and Ground Rules
- Bringing Your Service Values to Life
- Identify Your Internal Business Partners?
- Gather Internal Partners’ Requirements
- Respond to Internal Partner Requirements
- Identify Moments of Truth and Critical Customer Incidents
- Moments of Truth and Cycles of Service
- Identify and remove Coffee Stains
- Develop a plan for Listening to the Voice of the Customer
- Identify and remove Service Obstacles
- Solve Team Problems
- Build Recovery Strategies
- Organize a Customer Focus EXPO
E-Book: $29.95
And there’s more.
We have included a Critical Actions Checklist and Planner to keep you 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 your service improvement team organized.
Bonus Item
Included in the team problem-solving module is a complete yet, simple and highly effective Model for Customer-Focus team problem-solving.
You will save countless hours as we have developed everything you need to set up and conduct those critical meetings for focusing your staff on creating customer focus.
This e-book is available through Clickbank.com. When you purchase this e-book you get a 60 day money back guarantee, the terms of which are as follows: "ClickBank sells our products - they are a trusted online retailer specializing in digitally delivered products.". ClickBank will, at its option, replace or repair any defective product within 60 days from the date of purchase. After 60 days all sales are final. ClickBank does reserve the right to alter or revise its return policy at any time."
“Embed Customer Focus throughout your organization, department or team.”
“Apply everything you learned reading That’s Customer Focus!”
“Easy to follow and implement”
E-Book: $29.95
Customer Focus is known by many names.
Some people refer to it as Customer Driven, others call it Customer Centric, Customer Oriented, Customer Friendly or Customer-Focused Culture. Whatever you want to call it, it looks something like this...
1. You and all of your employees demonstrate an unwavering commitment to service excellence regardless of the economic climate.
2. Every employee understands how this leads to customer retention, customer loyalty, customer advocacy and sustainable profitability.
3. Every action you and your employees take is based on a relentless commitment to meeting and exceeding customer expectations each and every day.
4. You constantly listen to the voice of your customers and change the way you do business in order to continually make it easier for your customers to do business with you.
5. You know your customer touch points and supporting internal processes and you constantly evaluate and improve these to reflect what your customers value.
6. Every one of your employees understand what he/she must do and is empowered to act in a manner which adds value to every interaction with both the paying customer and those within the organization that rely on them for their work.
... That’s Customer Focus!
If you want to leverage the strategic and long-term financial benefits which customer-focused organizations enjoy, this book is a must.
That's Customer Focus! guides you through what you need to know and shows you what actions and steps you need to take in order to achieve these things and maximize customer focus throughout your entire organization.
Recently named a Top 10 Customer Service Book
We explain how to use proven "customer focus" best practices so you can:
- create long-term customer retention and loyalty,
- continually listen to the voice of the customer,
- align your systems, people and processes with what your customers value,
- create a long-term loyalty-based revenue stream,
- differentiate your organization through the delivery of exceptional service and attract new business,
- improve employee performance, retention and morale.
Containing 200 81/2 X 11 pages you will find:
- real situational examples and case studies,
- actual stories which describe customer-focused excellence,
- detailed explanations and examples of how to implement each best practice,
- clear easy-to-follow, step-by-step instructions,
- reproducible assessment, planning, management and evaluation forms and tools.
A detailed listing of the specifics of what you will be able to do as a result of reading this book is provided below.
If you get your customers' experience right, especially in this unsettled economy, they will reward you with a greater share of their wallets now and in the future.
Video of TV interview about That’s Customer Focus
Running time: 4 minutes
As Seen on TV
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Paperback: $29.95
E-Book: $21.20
How Customer-Focused Are You?
Free Online Assessment
Complete this free online assessment to determine how customer-focused you really are.
Click here
Paperback: $29.95
What specifically will this book enable you to do?
Using this 200 page resource, you will be able to develop and implement a detailed action plan for how you will maximize customer focus throughout your entire organization, department or team.
At the very least You will be able to:
- Establish a clear vision of what customer focus means in your unique organization.
- Understand the financial advantages and consequences associated with implementing a customer focus strategy and build a business case for this strategy.
- Understand the enormous impact of customer expectations on your business and be clear about what it takes to wow customers into becoming your biggest loyal fans.
- Use the fully detailed techniques and approaches for listening to the voice of the customer and use this information to create value and customer loyalty.
- Trace the flow of your customers through your organization (Map your customers’ journey) so you can identify and implement leveraged changes which will have the greatest impact on your customers’ perceptions of your business.
- Establish and reinforce customer-focused service values and standards throughout your organization.
- Strengthen internal “service” cooperation and partnering in order to ensure that all you employees work towards ensuring every customer experience is a positive one.
- Understand the leadership skills managers and supervisors must employ in order to in create and sustain a customer-focused environment.
- Determine what training your staff will need in order to become customer-focused and how to do it.
- Use service recovery (when things go wrong) pro-actively to create customer loyalty.
- Determine what to measure in order to sustain a customer-focused environment.
- Understand the impact your current systems, policies and procedures have on your employees’ ability to focus on the customer and determine what is required to align these to at the very least meet customer expectations.
- Create and implement a customer focus strategy that works.
All of this is accomplished through the use of stories, case studies, real world examples, detailed straight-forward explanations, application exercises, job aids, worksheets, planning tools and more.
So why not get your copy right now!
E-Book: $21.20
How Customer-Focused Are You?
Free Online Assessment
Complete this free online assessment to determine how customer-focused you really are.
Click here
The need to embed customer focus throughout your organization is greater now than ever before.
These comprehensive and practical books provide proven strategies, tactics and action steps for building and sustaining customer focus and service excellence throughout your entire organization.
Did you know…
- 33% of customers are loyal due to consistent, positive service
- 22% refuse to do business with those that don’t provide excellent service.
- 60% include service experience when making buying decisions
- 70% willing to pay more for excellent customer service.
(Amex Global Service Barometer)
That’s Customer Focus!
Learn what successful customer-focused organizations do to deliver exceptional service, retain customers, earn customer loyalty, from the inside-out. Then use the tools, tips, techniques and approaches provided to create and implement your own successful Customer Focus Action Plan.
>> Click here for more details
Paperback: $29.95
E-Book: $21.20
The Customer Focus Companion
You’ve read That's Customer Focus! and you’ve decided to take the next step and put what you now know into action. This invaluable e-Book resource will help you to stay on track and leverage every action you take using a proven, structured approach.
>> Click here for more details
E-Book: $29.95