How can you put customer satisfaction
at the core of everything you do?
How customer-focused are your team and company?
What will earn you customers’ preference?
How can you track the benefits of your team and your
department’s customer focus?
For whom
Anybody running a team in direct or
indirect contact with customers (before sales, after sales, over
the telephone, over the internet or face to face)
Objectives
Understand how customer enthusiasm
contributes to your company’s growth.
Identify the management practices that build customer
relationships that last.
Focus your team’s approach on customer relationships that last.
Build your team’s customer-focused initiative and proactiveness.
Cooperate with other managers to solve issues hampering
frontline staff.
Program
Turning customers into your
company’s best allies
- The three notions: customer satisfaction, preference and
loyalty.
- The tools to leverage enthusiasm.
- Building the Alliance Client.
Managing the alliance with your company’s customers
- The customer pathway and process.
- What have you done for your customers today? (A
self-assessment)
- Satisfaction levels, verbatim feedback and complaints:
listening to customers.
-Customer expectations and the progress plan.
Building your team’s customer culture
- Helping your team understand its contribution.
- Stimulating curiosity about the market and competition.
- Training ‘pro’ team members who are in touch with customers.
Making your team more proactive
- Putting customer satisfaction back at the centre of the team
and team member’s role.
- Productivity, service quality and customer satisfaction.
- Defining latitude and escalation rules for unexpected
developments or complaints.
Supporting your team’s cooperation to boost customer
enthusiasm
- Establishing and encouraging solidarity within the team.
- Solving problems that do not depend on team members.
- Using the company’s strengths and business success to build
your team’s pride.
Benefits for the participant
Blend customer focus into your team
management.
Encourage your team to build customer enthusiasm.
Build more cooperative relationships with other managers.
Benefits for the company
Manager dedication to customer loyalty.
Customer-focused initiative and proactiveness.
Smoother cross-functional operations.
More customer enthusiasm and fewer disputes.
More loyal customers who will be happy to recommend you.
Concept
The three pillars of management
focused on customer relationships that last
1] Promoting Customer Culture to build meaning into day-to-day
duties
2] Building team Proactiveness to earn customer preference
3] Supporting team Enthusiasm to build customer relationships
that last
Five case studies to zoom in on and boost your team’s
customer focus
Mission 1 :
Identify your team’s direct and indirect contributions to
customer satisfaction and loyalty
Mission 2 :
Analyse and use feedback from your service-quality barometer
Mission 3 :
Map out your team’s customer-focus action plan
Mission 4 :
Deal with complaints
Mission 5 :
Communicate to enhance customer-focused cooperation
