Analyse the areas in which progress can be made to better focus your team on the customer
• Manage the activity so that it is oriented towards the customer
• Manage people effectively using basic, all-important communication methods
• Organise people so that they focus on the customer
The service companies provide is now perceived as their main differentiating factor, especially in today’s post-industrial economies where the competition with emerging countries has come to a head.
One of the best ways for a company to stand out from the competition is to offer a high-quality service that meets the requirements of its customers. This means listening to customers in order to identify their expectations, and establishing a form of organisation that meets their requirements.
The company must focus on customer satisfaction as a whole – and on every level – in order to deploy the best possible customer-oriented strategy.
On a day-to-day basis, it is up to every manager to show the way, relay the customer’s priorities to their teams and transform the repercussions of these priorities in terms of organisation and behaviour.
Devised with one of the world’s leading service strategy specialists, this course will show you how to set about this task to transform your team’s culture and organise its work in line with the final customer’s requirements.
Learning plan
Analyse your team’s organisation
• Define a high-quality service
• Situate your team in its environment
• Draw up an assessment of the team’s performance
Manage your team’s activity
• Organise the team’s activity to promote a customer-focus approach
• Handle customer complaints effectively
Manage people so that they focus on the customer
• Master the fundamentals of communication
• Develop your colleagues’ skills so that they are customer-oriented
• Meet your colleague’s needs