Customer Focused Management

Created by LEC Team
Last updated Mon, 27-Mar-2023
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The training will certainly assist participants to construct solid client partnerships by being compassionate; demonstrating effective body language and also effective verbal interaction abilities that show a genuine sense of dedication to assisting customers to attain their goals. It will certainly likewise help delegates to understand exactly how to customize their services to ensure that they get in touch with consumer needs. Additionally, participants will likewise understand the ability to 'market' the worth they bring to the connection and also highlight the favourable benefits that they need to use clients.

Course Objectives of Customer-Focused Administration


Understanding exactly how beliefs and also worths can help to sustain a "consumer emphasis" attitude


Acquire approaches for developing empathy and demonstrating understanding


Recognize the relevance of win/win techniques and satisfying customer's requirements


Find out how to make a positive first impression on the customer


Master methods for planning high-effect, relationship-based, customer conferences



Day 1
Creating a Customer-Focused Organisation

  • Why is Customer Focus suddenly such a big deal?

  • The Vision and Mission of a Customer Focused Organisation

  • The Roles and Responsibilities of a Customer-focused Manager

  • The Importance of Presenting a Professional Business Image

  • Mastering Nonverbal Communication



Day 2
Enhancing Leadership and Interpersonal Communication Skills

  • Supervising the Four Personality Styles

  • Overcoming Communication Barriers in the Workplace

  • The Supervisor’s Role in Conflict Resolution and Service Recovery

  • Facilitation Skills: Managing Group Dynamics

  • How to Give and Receive Constructive Feedback



Day 3
Setting Customer Service Policies and Performance Standards

  • Deming’s Fourteen Points of Total Quality Management

  • Traditional Manager vs. TQM Manager

  • Setting SMART Objectives to Improve Customer Satisfaction

  • Best Practices: Methods of Measuring and Monitoring Customer Satisfaction

  • Empowering Frontline Employees to Better Serve their Customers



Day 4
Building High-Performance Teams and Motivating Individuals

  • The Building Blocks of a High-performance Team

  • Your Customer Service is Only as Good as Your Worst Employee

  • The Power of Mutual Support and Cooperation

  • Building Teamwork with Support and Recognition

  • Coaching and Mentoring Techniques

  • The Impact of Stress on Individual and Team Performance

  • The Benefits of Teamwork and Mutual Cooperation



Day 5
Leading the Way to Superior Customer Service

  • Using Social Media to Engage with Customers

  • Recruiting, Interviewing and Hiring Quality Personnel

  • Developing and Implementing Effective Training

  • The Importance of Attitude and Teamwork

  • Professional Development and Continuous Improvement

  • Setting Performance Goals and Expectations

  • Employee Recognition and Performance Review

  • Empowering, Motivating and Retaining Frontline Personnel

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2023-06-05 Paris $5750 Details
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2023-08-28 Berlin $5750 Details
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2023-11-20 Berlin $5750 Details
2023-12-18 Berlin $5750 Details