THE BUILDING BLOCKS OF A CUSTOMER CENTRIC ORGANISATION

•  Establish the importance of setting and reviewing customer service standards
•  Develop an understanding of internal and external customer expectations
•  Communicate more effectively by utilizing active listening and questioning skills
•  Demonstrate how to deal with difficult or demanding customers in a professional manner
• Set SMART objectives and goals to become more productive
• Utilize stress management techniques to increase job satisfac

DEVELOPING A TOP-DOWN CUSTOMER-CENTRIC CULTURE

•  Establish the importance of setting and reviewing customer service standards
•  Develop an understanding of internal and external customer expectations
•  Communicate more effectively by utilizing active listening and questioning skills
• Demonstrate how to deal with difficult or demanding customers in a professional manner
• Set SMART objectives and goals to become more productive
• Utilize stress management techniques to increase job satisfaction

RESPONDING TO THE VOICE OF THE CUSTOMER

• Case study: Best and worst-rated companies for customer service
• Listen, act, and deliver on customer needs
• Re-evaluate and realign the customer experience in line with demand
• Creating favorable customer service ‘touch points’ within your company

Practical exercise: List the ways that your organization creates positive ‘touch points’

• Leading and motivating others to deliver superior service levels
• The Customer Loyalty Chain
• Developing the processes that nurture customer brand loyalty 

MEASURING AND MONITORING CUSTOMER SATISFACTION

• Why is measuring customer satisfaction important?
• Why is it critical to encourage customer complaints and feedback?
• Establishing quality customer service satisfaction measuring and monitoring standards