The Customer-Driven Organization


This training can be used by trainers and business managers to run workshops on the customer-driven organization. The training is 100% customizable and instantly available.

Your perfect solution to virtually any delivery opportunity: full-day corporate courses, one-to-one coaching sessions, team training workshops, ongoing professional development sessions, and so much more.

Why you will love this product:

  • Product: Instantly Available.
  • Customization: Fully Editable.
  • Branding: Rebrand As Your Own.
  • Audience: Suitable For All Employees.
  • Duration: Full Day.
  • Experience: No Experience Required.

The Customer-Driven Organization

A customer-driven organization will:

  • Listen to its customers.
  • Integrate customers into its business and vice versa.
  • Provide focused customer solutions.
  • Have a culture that positively embraces the customer.

Such capabilities bring greater success to companies.  And, that’s why organizations seek to place the customer at the heart of the organization. It’s that simple.

To achieve this practice, a whole company needs to focus on what the customer wants. And, then excellent customer-driven organization skills will emerge as key people interact with their customers – from both inside and outside of the company.

As these skills spread, we find that people with strong customer-driven skills tend to be more successful in their professional and personal dealings with people. Before long, and through a developed awareness, they communicate more effectively, understand customer needs, and will do everything that they can to meet their customer’s needs.

This is Oak Innovation’s pre-written training on the customer-driven organization that you can use to present and brand your own training courses in this key business area.

Top Companies, Trust Oak Innovation

Course Description

Companies around the world are deep into becoming more customer-driven aimed at increasing overall success by focusing on their customers. Such efforts include developing their staff, for which it’s becoming clear that practical training content is required.

There is also no doubt that all companies need to develop employees who exhibit high standards of customer focus, take responsibility for meeting the needs of customers, and make decisions based on what they know about their customers.

Designed to be accessible for all categories of employees, learners will discover the vital importance of the customer. Through engaging training, discussion, and exercises, learners will explore the value of having excellent customer service.

From the slide deck and learner manual, they will learn how to identify the obstacles to achieving maximum customer value.

Learning Objectives

At the end of this training, 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.

Course Overview

These are the 6 key sections of this training course.

1. The customer-driven organization
The main benefits of being customer-driven to the company are:

  • The customer is first.
  • The loyalty of customers is paramount.
  • Focus on value.
  • Service is a differentiator.
  • It provides better market information.
  • Higher profits.

And, for some people, excellent customer-driven skills can seem so natural that they can be taken for granted. However, these skills need to be developed and practiced. This training will:

  • Examine the essential aspects of a customer-driven organization e.g., loyalty and value-added service.
  • Discuss aspects like market information and profit.

2. The customer service environment
The main characteristics of excellent customer service are:

  • Reliability.
  • Recognizing the customer.
  • Access.
  • Communication.
  • Responsiveness.
  • Competence.
  • Courtesy.
  • Safety.
  • Physical environment.

This training not only touches upon the need for customer-driven skills required to create an excellent organization but it also will help an audience to:

  • Understand the customer service environment.
  • Explore customer service as a process.
  • Examine why we need customers.
  • Identify customers.
  • Understand the Pareto Principle.

3. Poor customer-centric practices
A product-centric company focuses on selling the same products. And, to as many customers as possible. Whereas, a customer-centric approach concentrates on selling more products. And, to the same customers by providing a positive customer experience and by maximizing customer service to build better customer relationships.

Many managers and staff do not receive the opportunity to develop their customer-centric skills. They may be fully aware of the need to improve these skills, but simply don’t know how or they may feel that they have not received the investment from their company. However, the development of customer-centric skills is not as hard as some people believe. This training will focus on understanding customer expectations as an important step to developing these skills.

4. How to know your customers
There are many challenges faced by staff when they want to be more customer-focused.  Perhaps they struggle with knowing their customers or just have not enough access to information on their customers.  These are common pitfalls for managers and line staff navigating ever more complex business environments. The training in this section will outline aspects like loyalty, switching costs, why customers leave, crises, and commitments.

5. The customer service culture
The main influences on a customer service environment are:

  • Demographics.
  • Wants and needs.
  • Perspectives.
  • Expectations.
  • Experience.
  • Image.
  • Bias.
  • Technology.
  • Competitors.

This training will unlock the mindset of a customer service culture to maximize customer relationships that facilitate greater success and growth. The training explores the critical areas of standards, innovation, and excellent service that can positively impact customer retention.

6. Communication
Effective communication is largely accepted as the cornerstone of successful customer-driven organizations. The training highlights that key practices include active listening skills. The training also places a focus on customer styles and introduces an effective complaint handling system.

Who Needs Awareness About The Customer-Driven Organization?

  • Senior management that wants to strengthen their relationships with staff.
  • Managers, supervisors, and team leaders need these skills to lead, manage and motivate their teams.
  • Administrative, support staff, and line staff that needs these skills to maximize their engagement and participation within the organization.
  • HR professionals need these skills to meet the needs of the departments that they support.
  • Project managers need these skills to create more engagement and collaboration with their teams.
  • Organizational development professionals need these skills to secure relationships and participation from all functions within the organization.
  • Consultants and independent contractors who are being asked to play a role in organizational initiatives.

What You Get

  • A 90 Page Participant Manual
  • 37 Customizable PowerPoint Slides
  • Training Games And Training Icebreakers
  • A Course Advertorial
  • Eight Pre-written Expert Training Guides
  • Customizable Exercises And Tests
  • Further Reading Lists

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Customer Driven Organization
The Customer-Driven Organization