Course description
The most common, and perhaps the greatest barrier to customer centricity is the lack of a customer-centric organisational culture. Most companies’ culture remains product-focused or sales-driven. To successfully implement a customer- centric strategy and operating model, a company must have a culture that aligns with both; with leaders who deliberately cultivate the necessary mindset and values in their employees.
Upcoming start dates
Suitability - Who should attend?
Professionals within the retail environment who wish to become Customer-centric champions.
Training Course Content
Module 1: Creating Context
- Developing a Customer Centric Mindset
- Understanding What Customer Centricity Really Means
Module 2: Incorporating Customer Service in the Way We Work
- Understanding Customer Centricity & Its Relationship to Service
- Commitment to Customer Centricity
- How to Incorporate Customer Centricity in the Way We Work
Module 3: Knowing Our Customer
- Get to Know Your Customer
- Learn to Think Like Your Customer
- Learn to Feel Like Your Customer – Building Empathy
- How Do Customers See Value
Module 4: Providing Excellent Service
- Implementing Service Excellence
- Time & Stress Management Tactics
- Communication:
- Telephone Etiquette
- Social Media Etiquette
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inavit iQ
Our purpose and commitment to clients is simple: Deliver sustainable business impact through mindful collaboration. Display respect for client systems by being inclusive, collaborative and deliberate (mindful and purposeful) Co-create “fit-for-purpose” solutions rather than off-the-shelf “we know best” content Deliver...
After this course I understand the need for client centricity. We got lots of tools to use to improve my customer service