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BCS: Building Customer Centric Organization



Satisfying our customers is essential, whether they are internal or external customers. To do this we must focus all our activities on delighting our customers; that is becoming Customer-Centric. Organizations understand the values of becoming customer-centric, but the transformation is challenging. The change must start internally, how we work with other employees.

This highly engaging training course 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. This will both challenge and excite delegates, inspiring them into action having experienced the power of customer-centric thinking. The training course 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.

Course Objectives:

At the end of this course the participants will be able to:

  • Know how to measure the level of customer centricity
  • Know what the perfect customer service experience looks like for your customers
  • Know how to utilize Customer Journey Mapping
  • 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
  • Customer Service Team Leaders and Supervisors
  • Account Managers
  • Sales Managers
  • Marketing Professionals
  • Customer Service Professionals
  • Sales Account Managers
  • Sales Professionals

Course Outlines:

Unit 1: 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 – the key to understanding your customer’s experience
  • Practical- self-assessment

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
  • Role Modelling the desired behaviors
  • Building and maintaining customer and employee trust

Unit 3: 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

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
  • Everyone must participate in the training, including leaders
  • 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
  • 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

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