Customer-Focused Innovation Training
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Customer-Focused Innovation Training Course
Introduction:
The rapid advancements in technology, particularly the Internet, price-comparison websites, peer-review platforms, and social media, have brought about a profound transformation in the global business environment. Traditional differentiators have been rendered less significant, as consumers can now easily search, tap, and click to find information and make purchasing decisions. In this new landscape, the customer experience has emerged as the primary determinant of strategic differentiation, driven by the power of social media and peer reviews.
To succeed in this evolving business landscape, organizations are compelled to adopt a genuinely customer-focused approach. A customer-focused organization firmly believes that long-term success hinges on a steadfast commitment to customer satisfaction at every level of the organization. This training program is specifically designed to equip participants with the knowledge and skills required to cultivate a customer-centric culture, establish effective processes, and foster strong customer relationships that drive long-term growth and financial sustainability.
Leaders play a pivotal role in this transformation by serving as role models in planning, communication, coaching, and employee recognition. Their efforts not only lead to increased employee loyalty, greater innovation, and improved customer satisfaction but also contribute to organizational success. The Customer Focused Management training course covers a wide range of customer service management responsibilities, encompassing fundamental tasks such as hiring, training, coaching, and team building, as well as advanced aspects such as quality assurance and leadership skills.
This challenging and highly participative program places a strong emphasis on creating and managing effective teams, effectively dealing with challenging customer situations, understanding behavioral styles, and implementing proven leadership strategies. Participants will gain insights into building cohesive and high-performing teams, navigating difficult customer interactions, developing an understanding of behavioral styles to enhance communication, and employing successful leadership techniques.
By participating in this training program, individuals will acquire the tools and techniques necessary to lead a customer-focused organization and deliver exceptional customer experiences. The program's interactive nature ensures active participation and practical application of concepts, enabling participants to immediately implement their newfound knowledge in their respective roles.
Embark on this transformative journey towards customer-focused management, where you will learn how to create a culture centered around customers, establish effective processes, nurture strong customer relationships, and develop the leadership skills needed for sustainable success. Seize the opportunity to become a catalyst for positive change and drive your organization's growth through enhanced customer satisfaction.
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