The rapid growth of the Internet, price-comparison sites, peer-review platforms, and especially social media has revolutionized the global business landscape. The ease of online search, comparison, and peer-driven feedback has diminished traditional competitive advantages. In this new era, customer experience has emerged as the key factor in strategic differentiation. To succeed, businesses must adopt a genuinely customer-focused approach.
A customer-focused organization thrives on the belief that long-term success is rooted in prioritizing customer satisfaction across all levels of the business. The Customer-Focused Management training course is designed to cultivate the culture, processes, and relationships necessary for sustained growth and financial stability. Leaders play a critical role in modelling effective planning, communication, coaching, and employee recognition, which ultimately enhance employee loyalty, foster innovation, and improve customer satisfaction. This training course provides comprehensive training in customer service management, addressing key responsibilities such as hiring, training, coaching, team building, quality assurance, and leadership development.
By the end of this Customer Focused Management training course, you will be able to:
- Understand the critical role of leaders as role models in achieving customer service excellence.
- Recognize the importance of establishing and regularly reviewing customer service standards.
- Apply effective techniques to motivate teams and individuals for optimal performance.
- Develop communication strategies that foster team building and collaboration.
- Analyze customer surveys to accurately assess and monitor customer satisfaction.
- Design a practical and comprehensive training program for customer service employees.
As a result of attending this Customer Focused Management training course, delegates will gain:
- Enhanced management performance through techniques that empower, motivate, and retain customer service staff.
- Strengthened leadership and communication skills essential for career growth.
- Increased confidence in handling challenging or upset customers professionally.
- Updated methods and strategies for delivering world-class customer service.
- Improved time management skills, leading to increased productivity.
This Energy Training Centre training course is suitable to a wide range of professionals but will greatly benefit:
- Sales Managers
- Customer Service Managers
- Team Supervisors
- Frontline Customer Service Representatives (CSR)
- Account Managers
- Field Service Representatives
- Department Managers
- Marketing Managers
Training Course Outline
- The Vision and Mission of a Customer Focused Organisation
- The Roles and Responsibilities of a Customer-focused Manager
- The Importance of Presenting a Professional Business Image
- Supervising the Four Personality Styles
- Overcoming Communication Barriers in the Workplace
- The Supervisor’s Role in Conflict Resolution and Service Recovery
- Deming’s Fourteen Points of Total Quality Management
- Traditional Manager vs. TQM Manager
- Setting SMART Objectives to Improve Customer Satisfaction
- The Building Blocks of a High-performance Team
- Your Customer Service is Only as Good as Your Worst Employee
- The Power of Mutual Support and Cooperation
- Building Teamwork with Support and Recognition
- Using Social Media to Engage with Customers
- Recruiting, Interviewing and Hiring Quality Personnel
- Developing and Implementing Effective Training
- The Importance of Attitude and Teamwork
