Introduction:

This highly engaging training program demonstrates how to measure the current level of customer-centricity by better understanding your customer experiences and requirements; and reinvent your brand and culture to deliver the perfect customer service experience. The training program will also disclose The Building Blocks for a Customer-Centric Service Culture and how delegates can strengthen their own customer culture and influence that of other functions.

Program Objectives:

At the end of this program, the participants will be able to:

• Know how to measure the level of customer centricity how to utilize Customer Journey Mapping.

• Know what the perfect customer service experience looks like for your customers.

• Know the development of Brand Values and Behaviours.

• Know how to Implement the Building Blocks for a Customer-Centric Service Culture.

• Know how to perform on-brand through recruitment, training, support, and discipline.

Targeted Audience:

• Function and Department Heads.

• Supervisors.

• Customer Service Managers and Customer Service Team Leaders and Supervisors.

• Account and Sales Managers.

• Marketing Professionals.

• Customer Service Professionals.

• Sales Account Managers and Sales Professionals.

Program Outlines:

Unit 1: 

Understanding Your Customer Experience:

• Defining your current customer service culture and 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 – the key to understanding your customer’s experience.

Unit 2: 

Reinventing Your Customer Experience:

• Primary and secondary motives for the new culture.

• Vision and Values – empty words?

• Developing Brand Values and Behaviours 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 and the Role Modelling the desired behaviors.

• Building and maintaining customer and employee trust.

Unit 3: 

The Building Blocks for a Customer-Centric Service Culture:

• Communication.

• Skills.

• Accountability.

• Systems.

Unit 4: 

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.

• Customer-centric workshops facilitated by senior leaders.

• Facilitating cross-functional collaboration.

Unit 5:

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 and 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.