Why Customer Focus Training for the Frontline…

• ●  Covid-19 is forcing organizations to change the way they do business.
• ●  Your customers’ expectations of the service experience you provide is radically changing as well.
• ● 8 out of 10 customers report they no longer deal with a provider due to poor service
• ● It costs 5 to 8 times more to get new customers than it does to keep the ones you have
• ●  Your employees will need the know-how to respond to this new customer service reality

Our training and implementation process will provide the training they need to do this!

Customer Focus For the Frontline

Due to Covid-19 all our on-site courses are suspended, HOWEVER, this program is now available in a highly interactive webinar format. Please contact us for details.

Customer Focus for the Frontline© brings proven, customizable customer service and customer focus training to your location. It is available in a two-day format.

This 3 minute video presents the outcomes and benefits of this proven training program.

Targeting your customer contact employees, this unique, on-site customer focus training course presents a proven approach for embedding a customer-focused mind-set. Your Frontline employees will learn proven strategies and develop essential skills needed to sharpen their customer focus. By applying the approaches presented in this training participants will be able to:

1. increase the current levels of customer satisfaction,
2. improve overall service performance
3. become proactive in service recovery,
4. improve and enhance customer retention and loyalty

Creating a strong customer-focused culture is a long-term profit strategy. Customer Focus Training will develop a mindset dedicated to consistently delivering exceptional service to both external and internal customers. This mind-set is at the heart of any successful customer culture.

Some of the benefits of a strong customer service culture include:

1. Impressed customers will become loyal customers.
2. Loyal customers buy more and cost less to serve.
3. Loyal customers become advocates, creating word of mouth advertising.
4. Reduced employee turnover.
5. Increased revenue.
6. The cost of poor service reduces significantly

Enable your customer contact staff with the mind-set, strategies and skills needed to sharpen customer focus. We provide proven tools, tactics and strategies to get the job done.

This highly-interactive customer focus training program will help your employees make the most of their day-to-day interactions with customers and colleagues. Course learning objectives, topics and fast facts are provided at the bottom of this page.

If you want to take advantage of the cost savings associated with online training, we offer an online version of this training program. It is called Maximizing the Customer Experience. This is a certificate level certification program. This program is available for individual and group purchases. Click here for more details.

As an option, we also offer the same certification of Certified Customer Experience Professional (CCEP), that we provide for our online version of this program. Click here for details about this certification or contact us.

In our experience, Customer Focus and service excellence is a leadership issue. If you want to maximize your ROI on this training investment we highly recommend that you have your leaders attend our  Customer-Focused Leadership workshop. For more details click here.

If effective communication with your customers is your priority, please check out our Customer-Focused Communication program. Click here for details.

We also offer customer focus training for your Back Office employees. For more details please click here.

Customers value service and in today’s economy they want and expect it if they are to give you their loyalty and repeat business. Our  training programs will help you to make service excellence a competitive advantage in your organization.

Upon completion of this program, participants will:

• Understand what customer focus is and why customer focus is a critical business strategy
• Understand the role customer-focused service plays in customer satisfaction and retention and the critical role employees play in creating value and building loyalty
• Determine what customers’ want and expect when it comes to the service they receive
• Trace the customers journey through the organization and look for ways to add value
• Identify pro-active strategies for getting customer feedback
• Evaluate processes and procedures and look for ways to make these more customer friendly
• Develop strategies for exceeding customer expectations
• Develop pro-active recovery strategies to regain the customer’s confidence and business
• Build and Strengthen internal service partnerships, processes, internal communication and teamwork which focuses on adding value to the customer experience