Customer Focus Training

We approach Customer Focus from two perspectives:

• Strategic Customer Focus - for managers (all - not only those in customer-oriented roles)
• Customer Service Excellence - for customer facing staff

The modules have been designed to complement each other but may be run as stand-alone workshops. Senior leaders may benefit from participating in the Customer Service Excellence module to gain a greater understanding of the issues experienced by customer-facing staff.

The modules are starting points; the content can be adapted and any workshops will be tailored to meet the specific needs of your organisation and wherever possible real-life or organisation-specific case studies and examples will be used.

Strategic Customer Focus

This course looks at the impact of customer service on the financial bottom-line and how it fits with an organisation's overall strategy. It provides the rationale for leaders to invest time, energy and resources in achieving customer service excellence and participants will learn how customer service is the foundation of sustainable competitive advantage. The module links customer service to shareholder value, branding and culture and sets it within the context of marketing in its widest sense.

The course also emphasises the role leaders and managers have in translating customer focus strategy into practical action through processes, scorecards and people leadership.

Please click on mindmap for larger image.

Customer Service Excellence

This module will help customer-facing staff to deliver service that creates the “Wow-factor” and leads to customer delight rather than mere satisfaction. The course is extremely practical and focuses particularly on building and managing relationships with individual customers.

Please click on mindmap for larger image.

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Course Outline

Customer Focus