Customer Focused Management

Day 1:

Creating a Customer-Focused Organisation

• Vision and mission of a customer-focused organization

• Case study: Benchmarking world-class customer service companies

• The roles and responsibilities of a customer-focused manager

• Breakout session: Are you a leader or manager?

• The importance of presenting a professional business image

• Breakout session: Customer service from the heart

• Case study: Best practices - Xerox’ Five Pillars of Customer-focused Strategy

• Mastering nonverbal communication

Day 2:

Enhancing Leadership and Interpersonal Communication Skills

• Supervising the four personality styles

• Practical exercise: Determining your management style

• Overcoming communication barriers in the workplace

• Practical exercise: Listening Awareness Inventory

• Practical exercise: The most admired character traits of leaders

• 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

• Dr. Deming’s Fourteen Points of Total Quality Management

• Traditional manager versus TQM manager

• Setting SMART objectives to improve customer satisfaction

• Breakout session: Developing a call center checklist

• Best practices: Methods of measuring and monitoring customer satisfaction

• Empowering frontline employees to better serve their customers

• Breakout session: Developing a customer service complaint checklist

• Role-play exercise: Working with difficult or demanding 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

• Team building exercise: The paper towel

• 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

• 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

• End of course review and delegate feedback