Introduction

Satisfying our customers is essential, whether they are internal or external customers. To do this we must focus all our activities on delighting our customers; that is becoming Customer-Centric. Organizations understand the values of becoming customer-centric, but the transformation is challenging. The change must start internally, how we work with other employees.

This highly engaging Building a Customer-Centric Service Culture training course demonstrates how to measure the current level of customer centricity by better understanding your customer experiences and requirements; and reinvent your brand and culture to deliver the perfect customer service experience. This will both challenge and excite delegates, inspiring them into action having experienced the power of customer-centric thinking. The training course will also disclose The Building Blocks for a Customer Centric Service Culture and how delegates can strengthen their own customer culture and influence that of other functions. Superb service is delivered by people to people – even in this age of high technology. All delegates will leave the course with a challenging but realistic personal plan to drive a customer centric service culture across their area of responsibility.

Goals

Participants will learn:

• How to measure the level of customer centricity.
• What the perfect customer service experience looks like for your customers.
• How to utilize Customer Journey Mapping.
• Development of Brand Values and Behaviors.
• How to Implement the Building Blocks for a Customer Centric Service Culture.
• How to perform on-brand through recruitment, training, support and discipline.

TRAINING OBJECTIVES

• Improve the customer experience within their organization.
• Help develop a customer-centric service culture.
• Develop, implement, train, and monitor brand experience behaviors.
• Challenge how customer centricity is delivered by existing strategy and how it drives superior performance.
• Develop a customer-focused mindset for continuous improvement.
• Produce a personal service improvement action plan.

Training Methodology

The Building a Customer-Centric Service Culture training course will use a variety of proven adult learning techniques to ensure maximum understanding, comprehension and retention of the information presented. This includes delegate participation through a combination of group discussion, practical exercises, videos, role-play sessions, case studies, breakout sessions and other activities. The comprehensive course manual has been designed to be practical, easy to use, and facilitate learning as well as being a useful future reference.

TRAINING SUMMARY

This unique training course provides the roadmap as well as the practical insights, tools and frameworks necessary to build a Customer-Centric Service Culture and shows delegates how to measure progress in improving customer experience and overall performance. All delegates will discover that in customer-centric organizations, leaders and employees across the organization ensure that all their business decisions are on-brand and support the creation of customer value.

Target Groups

The Building a Customer-Centric Service Culture training course is essential for all management, supervisory staff and professionals who wish to understand about this exciting subject and help to build a Customer-Centric Service Culture in their own organization. This course is suitable to a wide range of professionals but will greatly benefit:

• Function and Department Heads.
• Supervisors.
• Customer Service Managers.
• Customer Service Team Leaders and Supervisors.
• Account Managers.
• Sales Managers.
• Marketing Professionals.
• Customer Service Professionals.
• Sales Account Managers.
• Sales Professionals.

Program Content

Day 1 : Understanding Your Customer Experience

• Defining your current customer service culture.
• Measuring the level of customer centricity.
• Intuition is not acceptable. Decisions must be made using quantitative data.
• How does your organization rate on customer centricity? Do your customers agree?
• What does the perfect service experience look like for your customers?
• Customer Journey Mapping – key to understanding your customer’s experience.
• Practical- self-assessment.

Day 2 : Reinventing Your Customer Experience

• Primary and secondary motives for the new culture.
• Vision and Values – empty words?
• Developing Brand Values and Behaviors that determine how you do business with your customers and how your employees are managed.
• The path to customer satisfaction, retention, advocacy and sustained revenue growth.
• Measure customer centric culture progress against set targets.
• Role Modelling the desired behaviors.
• Building and maintaining customer and employee trust.

Day 3 : The Building Blocks for a Customer-Centric Service Culture

• Communication:
  • Starting with vision and values.
  • Communication consistency to build trust and passion.
  • Share feedback – customers, suppliers and employees.
  • Communicate how you are acting on feedback.
• Skills:
  • Examining competency requirements.
  • Ensure proficiency in technical and soft skills.
  • Using good judgment in all situations – always do right by the customer.
• Accountability
  • What gets rewarded gets done.
  • Developing and aligning to culture and feedback metrics.
  • Risk tolerance and penalties.
• Systems
  • Making it easier and nicer for customers to use your solutions.
  • Customer centric policies, procedures and tools.
  • You need more than CRM, on its own CRM will fail.
  • Using technology to share customer stories.
  • A robust customer complaint system.

Day 4 : Helping Your Employees to Deliver Superb Service

• Identify employee competencies that directly reflect brand values.
• Getting the right people in place with the personality to match the desired culture.
• Redesign and conduct recruitment and induction programs that reflect the customer centric vision, values and strategies.
• Train, support, reinforce and discipline – soft skills, customer service expectations and core values.
• Everyone must participate in the training, including leaders.
• Customer centric workshops facilitated by senior leaders.
• Facilitating cross-functional collaboration.

Day 5 : Actions for You and Your Team to Become More Customer Centric

• Drive a customer experience culture across your area of responsibility.
• Identify and implement significant changes in customer experiences.
• Empower everyone to be a customer service leader.
• Create customer advocates.
• Develop visual tools to constantly reinforce brand values and behaviors.
• Act on feedback through Service Improvement Action Teams.
• Personal service improvement action plan.