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This is a single-unit conference program
(24 - 25 hours of conference work)
Teach your staff to appreciate the true value of the saying "The Customer is King" and turn your organisation into a truly excellent organisation.
This customer-driven organisation business course looks at the various components that come in to play and challenges you to critically assess your own organisation as a Customer-Driven Organisation.
Program Description
Within this Customer Focus training course participants will develop competence in:
What is a Client or Customer Driven Organisation?
> Benefits and Components
> Why do we need Clients?
> The Traditional Value Chain
> The Modern Value Chain
Identifying Clients
> The Pareto Principle Applied To The Client Driven Organisation
> Internal and External Customers
> Effects of Poor Internal Customer Service
Knowing Your Clients
> What Do Clients Want?
> Features and Benefits
> Client Expectations
> Losing Clients.
> Hierarchy of Service
> Loyalty and Switching Costs
> Why Do Clients Leave
> Obstacles to Client Service
> Continuous Improvement
Culture and Standards
> The Client Service Culture
> Innovation and Client Service
> Excellent Client Service
> The Cycle of Service
Communication with Clients.
> Listening
> Communication
Client Styles
> Demanding
> Influential
> Steady
> Compliant
> The Angry Client
> The Complaining Client
> Handling Complaints Effectively.
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