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.
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.
- ✓ Goals and Objectives
- ✓ Timing
- ✓ Prerequisites
- ✓ Printable Handouts
- ✓ Recommended Flip Charts
- ✓ A step-by-step guide detailing what to say and do
- ✓ 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
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.