Customer Service Strategy: Building a Customer Centric Organization
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Customer Service Strategy: Building a Customer Centric Organization Course
Introduction:
Customer satisfaction is crucial for both internal and external customers. To achieve this, we must prioritize delighting our customers and adopt a customer-centric approach. However, the transformation process can be challenging, requiring internal changes in how we collaborate with colleagues. In this engaging training course, participants will learn how to assess their current level of customer-centricity by understanding customer experiences and needs.
They will also explore how to reshape their brand and culture to deliver exceptional customer service. This course will inspire and motivate delegates to take action and embrace customer-centric thinking. Additionally, it will uncover the essential components of a customer-centric service culture and provide strategies to strengthen personal and organizational customer-focused practices.
Remember, even in this digital age, outstanding service is still delivered by people to people. By the end of the course, all attendees will leave with a realistic plan to drive a customer-centric service culture in their respective areas of responsibility.
Course Objectives:
By the end of the course, participants will be able to:
- 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
Who Should Attend?
The training course is essential for all management, supervisory staff, and professionals who wish to understand this exciting subject and help to build a Customer-Centric Service Culture in their own organization. This course is suitable for 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
Course Outlines:
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
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
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
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
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