Course Description

INTRODUCTION

 price-comparison websites, Peer-review websites and especially Social Media has transformed the business environment globally.  Traditional points of differentiation have been eroded by search, tap and click.  Social Media and peer-review have combined to drive the customer experience as the primary arbiter of strategic differentiation.  To win under these new rules, organisations have no choice but to become truly customer focused.

A customer-focused organisation is grounded in the belief that long-term success depends on a commitment to customer satisfaction throughout the entire organisation. This Customer Focused Management training course focuses on building the culture, the processes and the relationships that will lead to long-term growth and financial sustainability.

Course objectives

Describe the importance of the leader as a role model for customer service excellence

Establish the importance of setting and reviewing customer service standards

Describe techniques to motivate teams and individuals for peak performance

Develop effective communication strategies to promote team building

Evaluate surveys to accurately monitor customer satisfaction.

The benefit of this course

Increased confidence in their abilities to work professionally with difficult or upset customers

The insight to adjust their own temperament style to become more versatile, adaptable and highly successful

Up to date techniques and methods to help them provide world-class service

Improved time management skills and increased productivity

Focused and motivated customer service leadership

Increased customer retention and revenue growth

Reduced personnel turnover and increased teamwork

Improved intra / inter departmental communication

Course Outline

DAY 1

Creating a Customer-Focused Organisation 

Why is Customer Focus suddenly such a big deal?

The Vision and Mission of a Customer Focused Organisation

The Roles and Responsibilities of a Customer-focused Manager

The Importance of Presenting a Professional Business Image

Mastering Nonverbal Communication

DAY 2

Enhancing Leadership and Interpersonal Communication Skills 

Supervising the Four Personality Styles

Overcoming Communication Barriers in the Workplace

The Supervisor’s Role in Conflict Resolution and Service Recovery

Facilitation Skills: Managing Group Dynamics

How to Give and Receive Constructive Feedback

DAY 3

Setting Customer Service Policies and Performance Standards 

Deming’s Fourteen Points of Total Quality Management

Traditional Manager vs. TQM Manager

Setting SMART Objectives to Improve Customer Satisfaction

Best Practices: Methods of Measuring and Monitoring Customer Satisfaction

Empowering Frontline Employees to Better Serve their Customers

DAY 4

Building High-Performance Teams and Motivating Individuals 

The Building Blocks of a High-performance Team

Your Customer Service is Only as Good as Your Worst Employee

The Power of Mutual Support and Cooperation

Building Teamwork with Support and Recognition

Coaching and Mentoring Techniques

The Impact of Stress on Individual and Team Performance

The Benefits of Teamwork and Mutual Cooperation

DAY 5

Leading the Way to Superior Customer Service 

Using Social Media to Engage with Customers

Recruiting, Interviewing and Hiring Quality Personnel

Developing and Implementing Effective Training

The Importance of Attitude and Teamwork

Professional Development and Continuous Improvement

Setting Performance Goals and Expectations

Employee Recognition and Performance Review

Empowering, Motivating and Retaining Frontline Personnel