Course Overview
Many executives and managers exhort their followers to make the customer the center of everything they do. Yet for all the passion and conviction of their words, genuine customer focus remains theory rather than practice in their organizations. Customer Focus is an aligned organization-wide approach to customer satisfaction and service, leading to customer loyalty and advocacy. The result is sustainable profitability. In a Customer Focused organization, Leadership, Processes and People are customer-aligned.
Course Objectives
At the end of the course, participants should be able to:
- Commit to Service Excellence
- Lead with a Customer Focus
- Listen to the Voice of the Customer
- Enhance and Align the System
- Build and Strengthen Service Partnerships
- Define Service Boundaries and Provide Autonomy
- Be Pro-Active in Service Recovery
- Measure What’s Important
- Hold Everyone Accountable
- Recognize and Reward Customer-Focused Leadership
