Course description
During this course, participants will experience a blend of traditional classroom training, team application activities, online research, and potential investigative exercises designed to transform experienced managers into confident advanced-level leaders. This session focuses on harnessing the power of customer centricity and using the perspective of the customer to gain a sustainable competitive advantage.
Upcoming start dates
Training content
Module 1: What Is Your Service Orientation?
- Focus on the Customer vs. Transactions or Products
- Elements of Customer Centricity
- Customer-Centric Strategy
Module 2: The Customer Life Cycle
- Customer Retention and Customer Attraction
- Share of Wallet
Module 3: Determining Customer Value
- Customer Insight — What Does the Customer Value?
- Service Expectations
- Customer Priorities
- Solving Customer Issues
Module 4: Creating the Customer Experience
- Customer Relationship
- Feedback and Metrics
Module 5: Challenges
- Creating a Customer-Centric Culture
- Hiring for Success
- Resolving Dissatisfaction
- Building Sustainability into the Mix
Costs
Inquire for pricing.
Certification / Credits
- Effectively manage customer relationships.
- Identify the metrics that matter most to your customers.
- Remove the barriers that hinder delivering superior customer service.
- Build strategic relationships from a global perspective.
- Problem solve with the customer in mind.
Contact this provider
CORPORATE EDUCATION GROUP
Corporate Education Group (CEG) is a premier provider of talent development solutions. Since 1987, CEG has collaborated with clients to unlock business value by delivering talent strategies and development solutions that align with targeted business goals to make your workforce...