Course Description
This intensive 5-day Customer Focused Management course equips leaders with essential skills to create and manage customer-centric organizations. Participants will learn strategies to enhance customer satisfaction, build loyal relationships, and drive organizational growth through effective leadership, communication, and team management techniques.
Learning Objectives
- Develop a customer-centric vision and strategy for your organization
- Master techniques for leading and motivating customer service teams
- Learn to measure and improve customer satisfaction metrics
- Enhance communication skills for better customer and team interactions
- Implement best practices for handling challenging customer situations
Course Modules
Day 1: Foundations of Customer-Focused Management
- Understanding the customer-centric organization
- Developing a customer service vision and mission
- Benchmarking world-class customer service companies
- The role of leadership in customer focus
Day 2: Leading Customer Service Teams
- Hiring and training for customer service excellence
- Motivating and empowering frontline staff
- Coaching and mentoring techniques
- Building high-performance customer service teams
Day 3: Enhancing Customer Experience
- Understanding customer needs and expectations
- Developing customer service standards and policies
- Implementing effective complaint resolution processes
- Utilizing technology to improve customer experience
Day 4: Measuring and Improving Customer Satisfaction
- Key performance indicators for customer satisfaction
- Designing and conducting customer surveys
- Analyzing customer feedback and implementing improvements
- Continuous improvement strategies
Day 5: Advanced Customer Service Leadership
- Managing challenging customer situations
- Effective communication strategies for leaders
- Building a culture of customer focus
- Developing action plans for organizational transformation
Practical Wins for Participants
- Create a customer-centric vision and strategy for your organization
- Develop a toolkit for coaching and motivating customer service teams
- Design an effective customer feedback system
- Craft an action plan for transforming your organization's customer focus
Credits: 5 credit per day
Course Mode: full-time
Provider: Blackbird Training Centre
