Course description
Customer Focused Management
Discover and experience this fantastic fast-moving opportunity for you to experience the benefits of creating successful and long-lasting customer relationships which will help your organisation and your customers in the future.
In this practical and inspirational course, you will get lots of hands-on participation; finding out the true value of customer loyalty and how your customers will benefit from a successful customer experience with you. Discover what your current situation is and discover skills that will help you make your business profitable.
This fascinating course gives you a thorough understanding of customer behaviour and in-depth interpretation of customer personality styles in order to create the right strategy and approach to benefit both your customers and your business.
Upcoming start dates
Suitability - Who should attend?
- Supervisors
- Team leaders
- Head of departments
Outcome / Qualification etc.
Expected Outcomes
This course is an excellent opportunity for you to gain a thorough understanding of your customer experience. Putting you in the position of your customer, you will find out the true meaning of customer relationships; matching familiar sounds and emotions to better support your customers in the future.
You can expect to find out how to make the most of customer feedback and complaints for you to create a relationship based on mutual respect, trust and loyalty. This essential course will give you all of the intelligence you need to create an excellent relationship with every customer that comes into contact with you and your business.
Training Course Content
Content
Day 1
- Look “outside the window” and think “outside of the box”
- Understand your Customers’ Journey and explore how you fit into their story
- Customers – A journey through the years; has it taken us where it was expected?
- Different styles of a Customer – what they mean and how we deal with them
- Loyal customer – break down the behaviour
- Fundamentals of loyalty – How do they determine our strategy
- 'Be part of your Customer's story' to start building the relationship
- New customers vs existing customers
- Vision and Values of a Customer Focused Organisation
- Explore your customers
- Importance of 'Care' in a Customer Focused Organisation
- Empathy and Emotional intelligence of a Customer Focused Leader
- A Leader is as good as the team that supports them - Select the team carefully - Recruit, Interview and Hire Quality Personnel
- Empower your team
- The Roles and Responsibilities of a Customer-focused Manager
- Feed Forward model
Day 2
- Deming’s Fourteen Points of Total Quality Management and TQ Manager
- Train your team to be ready for your customers – difficult customers can create stressful employees
- Develop and Implement Effective Training
- The Impact of Stress on Individual and Team Performance
- The Building Blocks of a High-performance Team
- Work under pressure – how to build and manage different customer relationships effectively at the same time
- Importance of Internal customers – connection with the external customers
- Encourage teamwork and team building
- Building Teamwork with Respect, Support and Recognition
- Coach and mentor, motivate and inspire
- Setting SMART Objectives to Improve Customer Satisfaction
- Operational challenges – I.A.M
- Communication barriers
- Loyalty through communication
- Prioritise to stay effective
- The power of complaints
- Commitment wheel
Why choose Diomas Learning Solutions
95% of clients give us an average rate 9.12 out of 10
16 Associate Trainers, courses delivered in 12 different countries in 2019
Founded in 2017
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Diomas Learning Solutions
A dynamic and forward-thinking boutique consultancy, we provide executive staffing, bespoke learning solutions and consultancy services to the private and public sectors. The Diomas Group was founded by Stavros Vathistas and Brad Kenworthy, who have over 30 collective years’ experience in the private and public...