Do you want to deliver an instructor-led training course on customer focus skills?
Yes.
Below, we’ll show you how our latest customer focus training course material can be downloaded to instruct teams and leaders about the customer-driven organization.
Use the training course materials to teach teams to master customer focus skills, to develop a customer-first mindset, identify different customer types, and learn how to interact with customers.
The course material can also be used to teach participants about the different customer-centric strategies, and the tools and techniques for understanding customer needs, effective communication, and problem-solving.
By the end of the course, your audience will have all the information they need to build sustainable customer focus practices that lead to:
- A customer-first mindset across an organization.
- Differentiation through unparalleled service quality.
- Earning customer trust, satisfaction, and repeat business.
- Increased revenue by selling more to happy existing customers.
Objectives.
Your participants will:
- Understand the vital importance of the customer.
- Explore the value in having excellent customer service.
- Examine the factors that prevent maximizing customer value.
- Understand how to look at customer service levels.
- Understand when a company is customer-driven.
- Explore different customer types and how to interact with them.
Customer Focus Skills – Sample Materials.
We use generic backgrounds that you can rebrand the training course materials as your own.
Topics Covered.
1. How to create customer focus.
- The main benefits of being customer-focused.
- The essential aspects of customer focus (e.g., loyalty and value-added service) and the effects of poor customer focus.
- Market information and profit.
2. The customer service environment
- The main characteristics of excellent customer service.
- What is the customer service environment.
- Customer service as a process.
- Why we need customers.
- How to identify customers.
- The importance of the Pareto Principle.
3. Poor customer-centric practices
- Exploring how a product-centric company focuses on selling the same products. And, to as many customers as possible.
- Examining how a customer-centric approach concentrates on selling more products. And, to the same customers by providing a positive customer experience.
4. How to know your customers
- Customer Loyalty.
- Switching costs.
- Common reasons why customers leave.
- Crises and commitments.
5. Customer service culture
- What are the main influences on a customer service environment.
- Standards, innovation, and excellent service.
6. Maximizing communication
- Key communication practices, including active listening skills.
- Customer styles.
- How to introduce an effective complaint-handling system.
What’s In The Download.
Instant access to everything you need.
- Workbook.
- Slides.
- 17 Free Training Games.
- 17 Free Training Icebreakers.
- 15 Practical Training Guides.
- 2 Course Tests.
- Activities/Exercises.
- A Reading List.
- A Course Advertorial.
- An Action Plan.
