Customer Focused Management

Dates 1 - 5 March 2010 12 - 16 July 2010 6 - 10 December 2010
Location Kuala Lumpur Prague London
Fees US$4,450 US$4,450 US$4,450
CPE Credits 30 30 30

Introduction

The demands of customers are ever increasing and effective managers need to be able to understand and address the needs of internal and external customers. This course will help you as a manager to develop strategies to deliver and even exceed the expectations of your customers.

In this seminar, you will:-

  • Identify your key internal and external customers
  • Review their demands and expectations
  • Learn how to manage customer expectations
  • Consider ways in which you can exceed customers expectations through your management style
  • Learn how to inspire your team in excelling at customer service

Seminar Objectives

Participants attending this seminar will:-

  • Consider their position as a role model
  • Develop their understanding of internal and external customer expectations
  • Establish the importance of setting and reviewing customer service standards
  • Discuss how to motivate teams and individuals to deliver excellent customer service
  • Develop effective communication strategies for teams and customers

Who Should Attend?

People who wish to develop their customer focused management style would benefit from attending this seminar. The content is suitable for employees at all levels of the organisation.

Competencies Emphasised

  • Customer focus
  • Managing customer expectations
  • Customer Relationship Management
  • Leadership
  • Motivation
  • Personal impact and presentation
  • Performance management

Personal Impact

Understanding the needs and expectations of your customers will allow you to exceed this – and really amaze those you do business with. By focusing on those things that really matter and managing your team so that they take the same approach will really pay dividends.

Organisational Impact

Understanding the needs and expectations of your customers allows an organization to focus on those things that really matter in Customer Relationship Management. This improves overall performance and leads to better qualified staff with high levels of motivation as they see the benefit of their focused hard work.

Training Methodology

This is a very interactive seminar with lots of different training tools used including case studies, group discussions, applying CRM tools and techniques and presentations.

Seminar Outline

Day 1: The role of the manager

  • Your roles and responsibilities as a customer focused manager
  • Your impact on individuals, behavior and culture
  • Creating a customer-centric culture within your department
  • Identifying internal barriers to customer focused performance
  • Understanding what makes customers loyal
  • Environmental scanning – recognizing changing customer expectations

Day 2 : Understanding Customer Expectations

  • Understanding Customer relationship Management
  • Identifying your internal and external customers – and their expectations
  • Stakeholder analysis
  • Ensuring consistency at every customer interaction
  • Identifying and managing the experiences and expectations of different types of customers
  • Identifying customers needs and issues
  • Using the Quality Gaps model to identify breakdowns in customer satisfaction

Day 3: Setting and Reviewing Customer Service Standards

  • Why set customer service standards?
  • Setting SMART objectives for customer standards and satisfaction
  • Reviewing performance against standards
  • Monitoring customer satisfaction
  • Identifying methods to measure your customer satisfaction with the services you provide

Day 4: Motivating Teams and Individuals

  • Generating a team spirit
  • Providing support and recognition
  • Improving team performance – prioritizing for yourself and others
  • Coaching and giving feedback
  • Understanding how the employee experience mirrors the customer experience
  • Building commitment within your team to deliver a quality service

Day 5: Effective Communication with teams and customers

  • Overcoming barriers – ensuring your communication gets results
  • Assertiveness team briefings and meetings
  • Handling conflict within the team and promoting co-operative behavior
  • Methods of communicating with customers

 

 


Oxford Management Centre
John Eccles House
Robert Robinson Ave
Oxford Science Park
Oxford
OX4 4GP
United Kingdom

Tel: +44 1865 338088

Fax: +44 1865 338100

email info@oxford-management.com