BCS: Building Customer Centric Organization

Overview:

Introduction:

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