Why Customer-Focused Leadership…

●  The advent of Covid-19 is forcing every organization to change the way they do business.

●  Customer expectations of the service experience your Organization provides is changing as well.

●  Ensure that your employees have the know-how to respond to this new customer service reality.

●  We can help you to ensure your managers and supervisors have the knowledge and skills needed to build and sustain strong customer focus in this new business reality. 

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-Focused Leadership Workshop© provides your Directors, managers, and supervisors with proven fundamentals for developing and improving customer focus and service quality throughout your organization.

Please watch this 6 minute video which discusses what customer focus is and overview the Customer-Focused Leadership Workshop or continue to read the course description provided below.

Service is everyone’s responsibility and this is particularly true for anyone who manages and supervises others. Not just managers and supervisors of people who interact directly with customers, but in fact, everyone who manages and supervises others.

Customer-contact and support employees are rarely the biggest obstacle to service improvement. When customer-contact employees are empowered to provide better service, they are given more authority and discretion to act. They are encouraged to use their creativity and initiative and then they are rewarded for doing so.

The Customer-Focused Leadership Workshop is a two-day training program which provides a way of thinking, a mind-set that can empower people to go beyond satisfaction. It also provides proven strategies and approaches for becoming a customer-focused leader and sharpening your organization’s customer focus. Your leaders will learn how to engage your employees, maximize the quality of your customers’ experiences with your organization and how to improve operational efficiencies, all in a way that your customers value.

Perfect for Senior Management, Managers, Supervisors and Team Leaders our highly interactive Customer-Focused Leadership Workshop includes an effective balance of lecture, individual and group activities and exercises. Participants will receive detailed reference resources, tools and job aids and complete a Personal Action Plan for how they will implement what they have learned during the program.

If you wish to have this training customized to reflect your vision, values and culture we will be pleased to discuss our comprehensive approach.

Other optional resources which are available in conjunction with this program include our Customer-Focused Leader Online Assessment survey and Our Customer-Focused Leader’s Activity Guide. If you would like more information on these unique and highly effective resources, please let us know.

Upon completion of this program, participants will understand:

• Why customer focus provides a competitive advantage
• How to demonstrate commitment to Customer Focus
• How to create an organization that customers brag about
• How to develop quick and proactive recovery strategies
• How to develop customer friendly systems and processes
• How to listen to the voice of the customer and what to do with customer feedback
• How to Lead with a customer-focused mind-set
• How to identify and define Customer-Focused Performance Standards
• How to hold people accountable
• How to reinforce a customer-focused vision, values and standards
• What to measure and how to recognize and reward customer-focused performance excellence
• How to embed customer focus throughout their department or team.