Customer Centric
Being a Customer Centric Organization / Stakeholder Focused
Introduction
“There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.”
- Sam Walton
Today’s organizations compete at every facet of business and the only differentiating factor that significantly impact the bottom line is the level of customer service accorded to the customers. Thus, there need to be unique service cultures in organizations to create a truly winning culture addressing customers. Customer service is an emotional experience that has to be dealt with daily, therefore the emotional equilibrium of an organization is of utmost importance, especially when it deals with the image of a service-oriented organization
Course Objectives
At the end of the program the participants will be able to:
- Express the concept and value of providing quality service to the Internal and External customer.
- Fundamentals of a Customer Focused organization.
- Develop an activity focused action plan that is centered around the vision and mission of both the organization and customer service personnel.
- Develop the emotional intelligence (EQ) service attributes; the fundamentals of a service provider’s emotional make up.
- List down methods to manage personal and customer emotions. (Anger, Fear, Embarrassment, Contempt, Sadness, Impatience).
- Develop actions towards rapport building with customers.
- Value complaints as opportunities to attain customer loyalty.
- Handle and resolve complaints professionally.
- Project professionalism through speech and personal presentation.
