Customer Focused Management

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Customer Focused Management Course
Introduction:
The emergence of the Internet, price-comparison websites, peer-review platforms, and particularly social media has brought about a significant transformation in the global business landscape. Traditional factors that used to differentiate businesses have been undermined by the ease of search, taps, and clicks. Social media and peer reviews have joined forces to establish the customer experience as the primary determinant of strategic differentiation. To succeed under these new circumstances, organizations must wholeheartedly adopt a customer-focused approach.
A customer-focused organization operates on the belief that long-term success hinges on a steadfast commitment to customer satisfaction across all levels of the organization. This training program is specifically designed to equip participants with the knowledge and skills necessary to cultivate a culture, establish processes, and foster relationships that lead to sustained growth and financial viability.
Leaders play a crucial role as role models when it comes to planning, communication, coaching, and recognizing employees. Their efforts yield increased employee loyalty, enhanced innovation, and improved customer satisfaction. The Customer Focused Management training course encompasses various aspects of customer service management responsibilities, ranging from fundamental tasks like hiring, training, coaching, and team building to quality assurance and leadership skills. This challenging and highly interactive program places emphasis on creating and managing effective teams, handling challenging customers, understanding 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
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
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
- he 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