Customer centric organizations take measures to understand their customers and act on that knowledge. This requires building a culture that empowers employees to take the best actions. Balancing performance, and achieving satisfaction of the client and the goals of the organization in parallel.
Having a business model that spins around customer centricity is important. It helps organizations to reach a favourably, unique, and tailored experience for their customers. It also makes it easier for employees to pay more attention to customers' details.
It focuses on the strategic depth of customer satisfaction.
It aims at applying Agile Methods & Lean Methods such as Poka Yoke.
It focuses on creating an Agilent customer service model.
It focuses on the Learning and Development that leads to spreading customer centric culture.
It includes balanced scorecard training sessions.
It focuses on the personal mastery of communication and other mental models.
It aims at enhancing the personal skills of the personnel who are responsible for customer service.
By the end of this course participants will be able to:
Discuss how the power has shifted towards customer centricity.
Main concerns of a customer centric organization.
Build Customer Centricity Model.
The basic concepts of agile Service.
Customer Centric Thinking
Client's involvement in the decision making.
Customer's Perspective in The strategy Map.
Effective Communication Skills.
The Art Of communication
Learn how to Speak with Clients.
Mastering the personal persuasion skills.
Drafting Customer Communication Plan.
Customer Service with a Style.
Taking customer perspective
Learn to catch every detail related to customer Experience.
Customer service Essential Etiquette.
Protocols of Customer Service.
The Customer Experience Blueprint.
Poka Yoke and Mistake Preventions.
Quality Control and workforce Compliance.
Quality Improvement Cycle and continuous improvement.
Exposure to The Key Performance Indicators Course
Conduct A Balanced Scorecard Training Session.
Developing KPIs of the BSC customer perspective.
Relating the customer perspective To the financial perspective.
Conducting a simple customer analysis.
Learning Organization Definition.
Steps to Create A Learning Organization.
Advantages of Learning Organization
Mastering the Essentials of Coaching.
Using the Ask Tell Matrix.
Steps to coach an effective CS Force.
Brainstorm for a more detailed customer experience.
Understanding the Customer Centric Approach.
Poka Yoke is a Japanese term that translates to "mistake proofing." It's a method used to reduce human error and make processes more efficient. In the context of customer service.
Poka Yoke is used to ensure that customers are taken care of quickly and efficiently. Poka Yoke aim to leave customers with a positive experience and come back again.
The Balanced Scorecard model was developed by Robert Kaplan and David Norton in 1992. BSC is a way to measure performance against strategic objectives. It uses four perspectives: financial, customer, internal business processes and learning & growth. Each perspective has its own metrics that help the company understand how well it's doing on those fronts.
When you use this model, you can get an idea of what your customers think about your products or services. That information can then be used to identify areas for improvement. It can lead to further development so every interaction with customers is an opportunity for growth.
There are a number of methods that can be used to enhance customer experience.
This is a strategic training program it aims at having a shared vision. It discusses the Balanced scorecard measurement systems. Yet this course discusses the tactical levels that includes team learning, quality assurance, compliance services, and mistake proofing.
This course do not focus only on Customer Experience. It also focuses at the strategic decisions that leads to enhancing the customer experience.
Generally, any customer satisfaction training course will focus on customer satisfaction measures. The Enhancing The Customer Experience Course focuses on learning and development. It focuses on improving the capacity to create the results. So, the focus will be on three pillars;
1- Learning & Development Pillar.
2- Internal Processes Pillar.
3- Customer Satisfaction Pillar.