Customer Focused Management

INTRODUCTION

The rise of the Internet, of price-comparison websites, Peer-review websites and especially Social Media has transformed the business environment globally.  Traditional points of differentiation have been eroded by search, tap and click.  Social Media and peer-review have combined to drive the customer experience as the primary arbiter of strategic differentiation.  To win under these new rules, organisations have no choice but to become truly customer focused.

A customer-focused organisation is grounded in the belief that long-term success depends on a commitment to customer satisfaction throughout the entire organisation. This Customer Focused Management training course focuses on building the culture, the processes and the relationships that will lead to long-term growth and financial sustainability.

Leaders are role models in planning, communication, coaching and employee recognition. Their efforts result in increased employee loyalty, greater innovation and improved customer satisfaction. This training course covers customer service management responsibilities, from the most fundamental tasks of hiring, training, coaching and teambuilding to quality assurance and leadership skills. This challenging and highly participative programme will focus on creating and managing effective teams, dealing with difficult customers, understanding behavioural styles and proven leadership strategies.

This GLOMACS Customer Focused Management training course will highlight:

• How to analyze and implement the best practices of top performing customer service providers
• How to utilize proven best practices for measuring and monitoring customer satisfaction
• How to streamline customer interface operations for optimal service levels
• How to successfully utilize interpersonal skills to supervise and motivate employees
• How to empower, motivate and retain frontline personnel
• How to use Social Media to engage with customers and have meaningful, profitable dialogues

Objectives

At the end of this Customer Focused Management training course, you will learn 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 programme

Training Methodology

This Customer Focused Management training course is highly interactive and encourages delegate participation through a combination of group discussion, role-play exercises, videos, case studies and breakout sessions.

This training course will include benchmarking best practices to model world-class customer service excellence. The comprehensive training course manual has been designed to be practical, easy to use and facilitate learning. Delegates will walk away from this seminar with the skills, confidence and motivation they need to develop a world-class, customer-centric organisation

Organisational Impact

As a result of this Customer Focused Management training course, organisation will get:

• A more productive and streamlined customer service operation
• Focused and motivated customer service leadership
• Increased customer retention and revenue growth
• Reduced personnel turnover and increased teamwork
• Improved intra / inter departmental communication
• Increased communication abilities and interpersonal skills

Personal Impact

As a result of attending this Customer Focused Management training course, delegates will find that they have:

• Improved management performance by learning techniques to empower, motivate and retain customer service personnel
• Enhanced leadership and communication skills required for career advancement
• Increased confidence in their abilities to work professionally with difficult or upset customers
• The insight to adjust their own temperament style to become more versatile, adaptable and highly successful
• Up to date techniques and methods to help them provide world-class service
• Improved time management skills and increased productivity
• A thorough grounding in how to use Social Media to engage with clients and drive productive dialogue around the organisations products or services

WHO SHOULD ATTEND?

This GLOMACS Customer Focused Management training course is suitable to 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