Course Details
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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
- Technical and legal assistants
- Customer support specialists
- General support and sales support personnel
- Anyone who makes contact with a client or customer
Learning Outcomes:
- An understanding of the importance of the customer experience
- Develop a customer-focused mindset
- Improve the ability to communicate effectively with clients and customers
- Better internal teamwork and collaboration
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