Essential Skills for Customer Centric Teams

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Overview

A customer centric approach puts the customer at the centre of everything you do, and aims to drive repeat business, create customer loyalty and enhance business growth.

It is about ensuring an excellent customer experience through every customer interface and all the actions, and attitudes of team members.

This course will embed a customer centric mindset in team members, and highlight the importance of the customer experience for sustained business development and growth.

Who Will Benefit From This Course?

• Professionals in client or customer facing roles
• General admin and sales support personnel
• Customer support specialists
• Technical and legal assistants
• Anyone who may directly or indirectly affect the customers’ experience

Learning Outcomes:

• An understanding of the importance of customer interactions
• Develop a customer-focused mindset
• Better internal teamwork and collaboration
• Improved communication skills

Content

Introduction

• Commercial Awareness: The Market at Work
• Understanding Customer Needs
• The Customer Centric Relationship

Effective Internal Collaboration

• Working with Internal Customers
• Accountability & Being Pro-Active
• Teams Norms: A Culture of Customer Centricity

Customer Engagement Mindsets

• The Customer Journey & Experience (CX)
• Moments of Truth & Touchpoints
• Customer Satisfaction & Retention

Communication & Interpersonal Skills

• Communication Stages & Barriers to Communication
• Listening & Questioning Skills
• Communicating Assertively & Managing Emotions