

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