Pioneers in Global Leadership and Quality Management
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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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Customer Focused Management
How to Drive Profitability in the Social Age
The rise of the Internet, of price-comparison websites, Peer-review websites and especially Social Media has transformed the business environment globally. Traditional points of differentiation have been eroded by search, tap and click. Social Media and peer-review have combined to drive the customer experience as the primary arbiter of strategic differentiation. To win under these new rules, organisations have become truly customer focused by investing in customer-focused initiatives to building the culture, the processes and the relationships that will lead to long-term growth and financial sustainability.
Leading strategic efforts in planning, communication, coaching and employee recognition. Customer Focused Management and leadership is resulting in increased employee loyalty, greater innovation and improved customer satisfaction. This crucial to success course covers customer service management responsibilities, from the most fundamental tasks of hiring, training, coaching and teambuilding to quality assurance and leadership skills. This challenging and highly participative programme will focus on creating and managing effective teams, dealing with difficult customers, understanding behavioural styles and proven leadership strategies.
By the end of the course, participants will be able to:
Who Should Attend
This training course is suitable to a wide range of professionals but will greatly benefit
Compressed Program Outline ( Please Contact us for a Detailed Program Outline)
Creating a Customer-Focused Organisation
Enhancing Leadership and Interpersonal Communication Skills
Setting Customer Service Policies and Performance Standards
Building High-Performance Teams and Motivating Individuals
Leading the Way to Superior Customer Service
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