Customer Focused Management: Driving Organizational Success Event, 27.Apr.2025

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