Good customer services can be considered as the big differentiator between firms. While products are often similar and can anyway be easily duplicated, good customer service is a holistic system, requiring a sustaining organization- wide effort, driven by the top and permeating all aspects of the organization culture. The resulting customer – centric organization becomes a formidable competitor whose model cannot be easily copied. In this workshop, we look at what it takes to build a customer centric organization.
Defining and Appreciating the Customer
- Definition of customer
- Definition of customer service
- The internal and external customer
Importance of the Internal Customer
- The needs to motivate employees
- The needs for quality employees
- Silo mentality
- Destroying the silos
Customer Services as a Strategic Imperative
- The customer centric organization
- Customer service as a strategic imperative
For Whom: Customer Service Managers and Staff, Sales Representatives, Admin Managers and Officers, Marketers, Supervisors, Team Leaders in various segments of the organization in both the Public and Private Sectors.
The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.