Customer-Centric Management

Introduction

A customer-focused organization operates under the belief that long-term success is rooted in a deep commitment to customer satisfaction.

This course on managing in a customer-centric organization is designed to build the character, processes, and relationships that will drive growth and financial stability over time.

Leaders serve as exemplars in areas such as planning, communication, coaching, and employee recognition. This leads to greater employee loyalty, innovation, and higher customer satisfaction.

The customer-focused management class covers the core responsibilities of a head of customer service management, including recruitment, training, coaching, and team building, as well as advanced aspects such as quality assurance and leadership development.

The course is intense and interactive, with an emphasis on creating effective teams, handling difficult customers, and understanding diverse behavioral styles through proven leadership skills.

Objectives

By the end of this course on Customer-Focused Management, participants should be able to:

• Describe the importance of a leader becoming an example of excellent customer service.
• Understand the necessity of establishing and periodically revising customer service standards.
• Use methods to inspire groups or individuals for high performance.
• Formulate communication patterns conducive to effective teamwork.
• Accurately assess customer satisfaction through questionnaire analysis.
• Create training programs for staff engaged in customer-facing roles.
• Learn from best practices applied by successful companies in the field.
• Appropriately measure customer satisfaction using recommended methodologies.
• Effectively manage employees using interpersonal skills.
• Retain frontline personnel to minimize turnover.

Training Methodology

• Integrative lectures
• Focus group discussions
• Analysis of case studies
• Simulated role-playing activities
• Peer-to-peer feedback sessions
• Simulations using real-world scenarios
• Skill development workshops
• Collaborative problem-solving exercises
• Activities for reflection and self-assessment

Course Outline

Unit 1: Establishing a Customer-Focused Organization

• A vision and mission of a customer-focused organization
• Customer-oriented service companies worldwide
• The role and responsibilities of a customer-focused manager
• The importance of professional business presence
• Breakout session: Heart-to-heart conversations about customer service
• Best practices: Xerox’s five bases of customer-centered strategy
• Mastery of non-verbal communication

Unit 2: Improving Leadership Skills and Interpersonal Communication

• Managing four personality types in supervision
• Determining one’s management style
• Eliminating workplace barriers to effective communication
• Evaluating your listening skills awareness inventory
• Key traits admired most in leaders worldwide
• The supervisor's role in conflict resolution and service recovery
• How managers influence group dynamics, either positively or negatively
• Providing constructive feedback

Unit 3: Establishing Customer Service Policies and Performance Standards

• Dr. Deming’s 14 points on total quality management
• Traditional vs. TQM management
• Setting SMART targets to increase client satisfaction
• Developing a call center checklist
• Methods for measuring and monitoring customer satisfaction levels
• Empowering frontline workers to better serve customers
• Creating a customer service complaint checklist
• Working with Tough Customers: Giving Great Service Despite Challenging Circumstances (Shep Hyken, 2009)

Unit 4: Building High-Performance Teams and Motivating Individuals

• The benefits of teamwork and collaboration

Unit 5: The Best Way to Improve Customer Care

• Staffing, interviewing, and recruiting high-quality staff
• Introducing practical training programs
• The importance of attitude and teamwork
• Career growth and continuous improvement
• Setting performance targets and standards
• Acknowledging employee efforts and conducting performance reviews
• Empowering, motivating, and retaining frontline personnel