Customer-Focused Innovation Training
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Customer-Focused Innovation Training Course
Introduction:
The business landscape has undergone a significant transformation due to the rise of the Internet, price-comparison websites, peer-review platforms, and social media. Traditional factors that used to differentiate businesses have been undermined by the ease of search and online interactions. In this new environment, the customer experience has become the primary driver of strategic differentiation, thanks to the power of social media and peer reviews. To succeed in this new landscape, organizations must embrace a customer-focused approach.
A customer-focused organization operates on the belief that long-term success hinges on a steadfast commitment to customer satisfaction throughout the entire organization. This training program is designed to equip participants with the knowledge and skills to build a customer-centric culture, establish effective processes, and foster strong customer relationships that drive long-term growth and financial sustainability.
Leaders play a crucial role as role models in areas such as planning, communication, coaching, and employee recognition. Their efforts result in increased employee loyalty, greater innovation, and improved customer satisfaction. The Customer Focused Management training course covers a range of customer service management responsibilities, from fundamental tasks like hiring, training, coaching, and team building to quality assurance and leadership skills. This program is challenging and highly interactive, focusing on creating and managing effective teams, handling difficult customers, understanding different behavioral styles, and implementing proven leadership strategies.
Course Objectives:
At the end of this course participants will learn how to:
- 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
- Design a realistic and challenging customer service employee training program
- Create a customer-centric organization using design thinking, and develop strategies to reduce bureaucratic processes and support innovation.
- Observe and understand the needs of customers, develop fast experiments and prototypes with users, and develop prediction markets.
- Gain cutting-edge insights about the sources of customer satisfaction and brand personality.
- Create a culture of innovation that harnesses the creativity of your customers and employees.
Who Should Attend?
This training course is suitable for a wide range of professionals but will greatly benefit:
- Sales Managers
- Customer Service Managers
- Team Supervisors
- Frontline Customer Service Representatives (CSR)
- Account Managers
- Field Service Representatives
- Department Managers
- Marketing Managers
- C-level and senior executives who are charged with planning and implementing innovation programs — from any size company, any industry, and any country
- Executives with responsibility for research and development, product design and development, new business.
Course Outlines:
Creating a Customer-Focused Organization
- Why is Customer Focus suddenly such a big deal?
- The Vision and Mission of a Customer-Focused Organization
- The Roles and Responsibilities of a Customer-focused Manager
- The Importance of Presenting a Professional Business Image
- Mastering Nonverbal Communication
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
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
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
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