Customer Centricity: Vision and Applications
COURSE OVERVIEW
This course delivers tools that will help you recognize the importance of creating a positive customer experience at the point of sale and post-sale, and to develop a positive and customer-centric environment by aligning company values, allocating resources and implementing processes, so that the entire business can first understand and then meet the needs, enhance the buyer’s experience, and ensure customer loyalty - while building mutually beneficial relationships.
Although companies believe they are customer centric, customers often attest they are not. Ultimately, customers are the reason your organization exists in business, and the sole judge of the quality of your offer. Providing exceptional customer experiences adds value and should be the priority for your organisation, as it can differentiate you from the competition, turn customers into your ‘promoters,’ those who will spread the word about your product and your services and create more customers.
5 CORE TAKE AWAY(S)
COURSE OBJECTIVES
To deliver valuable knowledge, skills, and tools that will enable participants to understand, develop a vision, and build on company values to deliver an exceptional customer experience.
Specifically, the course aims to:
EXPECTED OUTCOMES
By the end of this training course, participants will have a clear understanding, a supporting action plan, and tools to progress and implement customer centricity in the organisation.
More specifically, delegates will be able to:
DELIVERY APPROACH AND METHODOLOGY
The course consists of lecture/discussions via the use of new technologies, case studies, role play, and workshops. According to persuasion and change management research, telling does not work that well; on the contrary, when people are challenged and come up with reasons why and how something needs to be done, motivation to follow-up and act accordingly is stronger and long lasting. Dr Rodafinos uses short stories and then employs the Socratic Method, encouraging rich interaction, dialogue and discussion. He also favours a play and learn approach, injecting humour and fun into learning, to engage participants.
WHO SHOULD ATTEND
This course is designed for employees in the service sector, and is suitable for managers, team leaders and any staff member who seeks to better understand customers and create genuine relationships and is responsible for making their business succeed through excellent customer experience.
COURSE OUTLINE
Introduction
Summary
This course delivers tools that will help you recognize the importance of creating a positive customer experience at the point of sale and post-sale, and to develop a positive and customer-centric environment by aligning company values, allocating resources and implementing processes, so that the entire business can first understand and then meet the needs, enhance the buyer’s experience, and ensure customer loyalty - while building mutually beneficial relationships.
Although companies believe they are customer centric, customers often attest they are not. Ultimately, customers are the reason your organization exists in business, and the sole judge of the quality of your offer. Providing exceptional customer experiences adds value and should be the priority for your organisation, as it can differentiate you from the competition, turn customers into your ‘promoters,’ those who will spread the word about your product and your services and create more customers.
5 CORE TAKE AWAY(S)
- ‘No customer no glory.’ Exceptional customer experience is the ultimate aim.
- The consumer voice has never been stronger, so make sure you listen carefully. (Note: customers want to communicate with you, but they need it to be worthwhile and engaging).
- Understand and assess. Empathy is key; put yourself in the customer’s shoes.
- Act! Always look to enrich the customer experience. Go the extra mile.
- Shifting from product- to customer-centric demands culture change. You are not alone in the game; anyone who has a direct or indirect influence on customer experience is responsible.
COURSE OBJECTIVES
To deliver valuable knowledge, skills, and tools that will enable participants to understand, develop a vision, and build on company values to deliver an exceptional customer experience.
Specifically, the course aims to:
- Describe what good practice customer centricity is and explain why it is more important than customer satisfaction - for employees, their customers and their business. Organisations may have to make internal changes and evolve from keeping customers satisfied to impressing customers.
- Provide participants with knowledge and skills and empower them to synthesise these into practices. Engage employees in developing innovative solutions, planning ways, and mapping these to their business in order to enable exceptional customer service.
- Build employee self-motivation to offer world-class service and engage participants in continuous learning and improvement.
EXPECTED OUTCOMES
By the end of this training course, participants will have a clear understanding, a supporting action plan, and tools to progress and implement customer centricity in the organisation.
More specifically, delegates will be able to:
- Identify and manage customer needs, and focus on what matters to customers
- Exploit opportunities and implement the values for exceptional customer experiences
- Learn simple techniques how to manage their own and others emotions
- Analyse, assess, resolve problems and handle taxing people and conversations
- Listen actively, communicate effectively and build rapport and authentic, mutually profitable relationships.
DELIVERY APPROACH AND METHODOLOGY
The course consists of lecture/discussions via the use of new technologies, case studies, role play, and workshops. According to persuasion and change management research, telling does not work that well; on the contrary, when people are challenged and come up with reasons why and how something needs to be done, motivation to follow-up and act accordingly is stronger and long lasting. Dr Rodafinos uses short stories and then employs the Socratic Method, encouraging rich interaction, dialogue and discussion. He also favours a play and learn approach, injecting humour and fun into learning, to engage participants.
WHO SHOULD ATTEND
This course is designed for employees in the service sector, and is suitable for managers, team leaders and any staff member who seeks to better understand customers and create genuine relationships and is responsible for making their business succeed through excellent customer experience.
COURSE OUTLINE
Introduction
- Aim of the course; participants’ expectations
- Customers: Who are they? What are they?
- What is your vision for customer centricity?
- Definition and importance of customer centricity
- Setting standards and aligning with values
- Listen to the customer. What are their needs?
- What is the customer experience you are trying to deliver? (workshop)
- Utilize active listening, empathy, and communication. Get feedback - and use it! Analyse the experience of your customers.
- A look inside: review your habits and attitude, your strengths and gaps. (workshop) Do customers trust you and agree that you act with integrity and in their best interests? Do you inform them if the product does not meet their needs? Do you do what you say you will do?
- Change: what do you need to change? (workshop)
- Business etiquette, phone and email communication
- The ‘Ro’ method: solve any p’Ro’blem (workshop)
- Managing thoughts, emotions, and behaviour – ours and theirs!
- Dealing with idiots/difficult people – ourselves and others! Participants will receive a complimentary copy of the book ‘Idiots are invincible,’ and free membership to the ‘Idiots’ Club’
- Anger, stress and time management
- Design the customer journey
- Values and service delivery principles
- Walk the talk: culture and internal changes
- It’s a team effort!
- Break down the barriers
- Encourage innovation and reward excellence
- Ensure higher levels of courtesy
- Create WOW moments
- Surprise your customer
- Harvesting best practices and ‘Think-tank’ discussion
- Customer Advocacy
Summary
- Key take away(s)
- Epilogue: Keeping things in perspective
- Next steps …
