Customer-Focused Innovation Training

Introduction

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, organizations have no choice but to become truly customer-focused.

A customer-focused organization is grounded in the belief that long-term success depends on a commitment to customer satisfaction throughout the entire organization. This training program focuses on what it takes to build the culture, the processes, and the relationships that will lead to long-term growth and financial sustainability.

Leaders are role models in planning, communication, and coaching, and employee recognition. Their efforts result in increased employee loyalty, greater innovation, and improved customer satisfaction. This Customer Focused Management training course covers customer service management responsibilities, from the most fundamental tasks of hiring, training, coaching, and team building to quality assurance and leadership skills. This challenging and highly participative program will focus on creating and managing effective teams, dealing with difficult customers, understanding behavioral styles, and proven leadership strategies.

This training course will highlight:

• How to analyze and implement the best practices of top-performing customer service providers
• How to utilize proven best practices for measuring and monitoring customer satisfaction
• How to streamline customer interface operations for optimal service levels
• How to successfully utilize interpersonal skills to supervise and motivate employees
• How to empower, motivate and retain frontline personnel
• How to use Social Media to engage with customers and have meaningful, profitable dialogues

Objectives

At the end of this course participants will learn how to:

• Describe the importance of the leader as a role model for customer service excellence
• Establish the importance of setting and reviewing customer service standards
• Describe techniques to motivate teams and individuals for peak performance
• Develop effective communication strategies to promote team building
• Evaluate surveys to accurately monitor customer satisfaction
• Design a realistic and challenging customer service employee training program
• Create a customer-centric organization using design thinking, and develop strategies to reduce bureaucratic processes and support innovation.
• Observe and understand the needs of customers, develop fast experiments and prototypes with users, and develop prediction markets.
• Gain cutting-edge insights about the sources of customer satisfaction and brand personality.
• Create a culture of innovation that harnesses the creativity of your customers and employees.

Training Methodology

This is an interactive course. There will be open question and answer sessions, regular group exercises and activities, videos, case studies, and presentations on best practice. Participants will have the opportunity to share with the facilitator and other participants on what works well and not so well for them, as well as work on issues from their own organizations. The online course is conducted online using MS-Teams/ClickMeeting.

Who Should Attend?

This training course is suitable for a wide range of professionals but will greatly benefit: 

• Sales Managers
• Customer Service Managers
• Team Supervisors
• Frontline Customer Service Representatives (CSR)
• Account Managers
• Field Service Representatives
• Department Managers
• Marketing Managers
• C-level and senior executives who are charged with planning and implementing innovation programs — from any size company, any industry, and any country
• Executives with responsibility for research and development, product design and development, new business.

Course Outline

DAY 1: Creating a Customer-Focused Organisation 

• Why is Customer Focus suddenly such a big deal?

• The Vision and Mission of a Customer-Focused Organisation

• The Roles and Responsibilities of a Customer-focused Manager

• The Importance of Presenting a Professional Business Image

• Mastering Nonverbal Communication

DAY 2: Enhancing Leadership and Interpersonal Communication Skills 

• Supervising the Four Personality Styles

• Overcoming Communication Barriers in the Workplace

• The Supervisor’s Role in Conflict Resolution and Service Recovery

• Facilitation Skills: Managing Group Dynamics

• How to Give and Receive Constructive Feedback

DAY 3: Setting Customer Service Policies and Performance Standards 

• Deming’s Fourteen Points of Total Quality Management

• Traditional Manager vs. TQM Manager

• Setting SMART Objectives to Improve Customer Satisfaction

• Best Practices: Methods of Measuring and Monitoring Customer Satisfaction

• Empowering Frontline Employees to Better Serve their Customers

DAY 4: Building High-Performance Teams and Motivating Individuals 

• The Building Blocks of a High-performance Team

• Your Customer Service is Only as Good as Your Worst Employee

• The Power of Mutual Support and Cooperation

• Building Teamwork with Support and Recognition

• Coaching and Mentoring Techniques

• The Impact of Stress on Individual and Team Performance

• The Benefits of Teamwork and Mutual Cooperation

DAY 5: Leading the Way to Superior Customer Service 

• Using Social Media to Engage with Customers

• Recruiting, Interviewing and Hiring Quality Personnel

• Developing and Implementing Effective Training

• The Importance of Attitude and Teamwork

• Professional Development and Continuous Improvement

• Setting Performance Goals and Expectations

• Employee Recognition and Performance Review

• Empowering, Motivating, and Retaining Frontline Personnel