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DATES AND VENUES

Building an A Winning Customer Service Culture

Providing a Quality Service


Peter Drucker, the father of modern management, said it best: “The result of any business is a satisfied (external) customer”. Drucker and other influential business thinkers clearly showed us where to direct our efforts.

It is by building a customer-centric culture first that an organization will develop the products, processes and services customers want, which will in turn result in a successful world-class organization. By taking inspiration from the most innovative companies and customer service gurus of modern times,

This course will show you how to create this coveted ‘award winning’ service culture that will surely position your organization for excellent delivery of products and or services.


Key Highlights

  • Customer Orientation
  • Establishing Focus
  • Fostering Teamwork
  • Managing Change
  • Improving Performance
  • Analytical Thinking


Training Objectives

By the end of the course, participants will be able to:

  • Explain why a superior customer service strategy has become of such critical importance in any organization
  • Defend the idea that without an all-encompassing service culture an organization will eventually struggle to remain relevant
  • Design a comprehensive set of plans, initiatives and systems touching all the vital departments of the organization to promote a superior service culture
  • Analyze the forces that will unquestionably resist the new culture and create strategies to overcome them
  • Evaluate the success of the service culture transformation strategy by identifying the Key Result Areas (KRAs) relevant to this transformation and how to measure them with the right Key Performance Indicators (KPIs)


Who Should Attend

This course is designed to help people of authority such as managers, supervisors and all decision-makers, at all levels of the organization, create a customer focused atmosphere in line with the scope of their responsibilities.

Whether you are concerned with the external or the internal customer, this course is for you. Whether you work for, own or manage a private ​for profit organization, a non-profit government services institution or anything in between, this course is for you.


  • Team Supervisors
  • Department Managers
  • Account Managers
  • Field Service Representatives


Compressed Program Outline ( Please Contact us for a Detailed Program Outline

The case for service excellence
Understanding corporate culture
Areas to tackle and actions to take
Ron Kaufman’s “Superior Service in Action”
Managing massive culture change
Measuring success of service culture implementation

Also available for 2 to 3 day durations as well as 10 to 30-day training durations In-House and Live online


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Pioneers in Global Leadership and Quality Management