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.

Building Customer Centric Organization BCS