Materials To Deliver A Course In Customer Driven Organization




The following topics are covered within the slides, manuals and support materials provided.

What Is A Customer Driven Organization? – This section outlines some of the most important aspects of being customer driven organization such as loyalty and value add service. The material also discusses market information and profit.

The Customer Service Environment – Use the content to discuss customer service as a process and why we need customers. The materials will teach your audience how to identify customers and to learn all about the Pareto Principle.

What Do Customers Want – The course continues by exploring some of the expectations of customers. For example, why do we have customers and how do we go about keeping customers

Knowing Customers – This section focuses on knowing customers so as not to lose them. The content outlines aspects like loyalty and switching costs. You will also be able to discuss why customers leave, crises and commitments.

The Customer Service Culture – This section of the course discusses the important areas of standards, innovation and excellent service.

Communication – Use the content in the final sections of this course to teach your audience about listening, customer styles and complaint handling systems.

What’s Included

These training course materials on the customer driven organization are designed to make the delivery of this course as easy as possible.

From the 77 customizable participant manual to the 90 powerpoint slides, the full potential of the these course materials will be achieved.

Also included are 14 Expert Training Guides that will help you deliver this course to others.

These course materials can be used to teach participants about customer relationships. And, the content focuses on the role of the customer within organisations. The content also outlines the different types of customers that exist.

Learning Objectives

Upon completion of these course materials, your participants will be able to:

– Understand the vital importance of the customer.
– See the value in having excellent customer service.
– Identify the factors that prevent maximizing customer value.
– Understand how to look at the customer service levels.
– Establish if a company is customer driven.
– Identify different customer types and how to interact with them.


“All I can add as a satisfied customer who purchased ALL programs in the past is a job well done.”

Anthony A. Carangelo – owner/ceo
The Growth Coach of Central New York

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