Achieving Customer Centricity

Overview

Whether in the public or private sector there is an increased expectation for organisations and suppliers to be ‘customer centric’ such that there is a clear ‘line of sight’ from the development, design, corporate services, facilities management and  “back room” staff and senior executives to see and serve the external customer through internal customers. 

This workshop will give practical knowledge of Customer Centricity to the participants.

HOW will you benefit

  • How to gain buy-in
  • Knowing Tools and Templates
  • Excellence Model for Customer Centricity
  • How to identify gaps and strengths
  • Partnership Agreements
  • Network ideas and harvest best practices
  • Tools to develop your own customer services capability and strategy

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WHO should enroll

  • Business Leaders
  • Senior Managers
  • Customer Relationship Management staff
  • Customer Service staff

WHAT you will learn

  • Understand what good practice Customer Centricity is and what it isn’t.
  • Create a Customer Centricity vision that is specially for your organisation
  • Identify why and how to focus on the external customers
  • A draft definition for ‘their’ organisation
  • How to understand, communicate and manage customer needs & wants
  • Build customer centricity into core principles and values
  • Practices that enable sustainable customer centricity
  • Managing customer complaints

What our Delegates Say

Meet Your Instructors

Our International Instructors have extensive EXPERIENCE & EDUCATION in their areas of EXPERTISE, which also makes them Inspirational Role Models for those who learn from them.

SECURE your seat or REQUEST a proposal!

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