Solomon People Solutions

Customer Driven Organization

Customer Driven Organization strategy from Solomon People Solutions helps you to prioritizes the customer experience above all else and uses customer needs to guide every facet of operations

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Medium of Instruction: English
Duration of the program: 16 hours

Every employee need to understand that it is the customer who drives the organization and we need to be customer centric. In this training program you will learn key skills that are required to handle customer and ways to serve, delight and satisfy them to enhance our own results.

Description

When you have completed this training program you will be able to define the key concepts associated with Customer Driven Organizations and you will be able to:

  • Understand the vital importance of the customer to any organization.
  • See the value in having excellent customer service for both internal and external customers.
  • Identify the factors that prevent an organization from maximizing customer value.
  • Understand how to critically look at the customer service levels and to establish if the organization is truly customer driven.
  • Identify different customer types and interact appropriately with them.
Who Should Attend this program?

Our target audience are executives who need to use and/or understand ways to service, delight and satisfy the customers who drive the profitability and survival of an organization.

Program Outline

  • What is a Customer Driven Organization?
  • Benefits of being customer driven
  • The Customer Service Environment
  • Customer Service as a Process
  • To generate a Customer Focused Solution
  • Why do We Need Customers?
  • Traditional value chain
  • The modern value chain
  • Identifying Customers
  • The Pareto Principle and Customers
  • Characteristics of internal and external customers
  • Effects of poor internal service
  • Know your customers
  • What Do Customers Want?
  • Customer Expectations
  • Why Do We Have Customers?
  • How Do We Keep Customers?
  • Knowing The Customer
  • Losing Customers
  • Loyalty and Switching Costs
  • Why Do Customers Leave?
  • Obstacles to customer service
  • Crises in Customer Service
  • Continuous Improvement
  • Realism in Customer Service
  • Culture and Standards
  • The Customer Service Culture
  • Standards in Customer Service
  • Innovation in Customer Service
  • Characteristics of Excellent Service
  • Moments of Truth
  • Communication with customers
  • Listening to Customers
  • Benefits of Customer Service
  • Customer Styles
  • The Styles and interaction advice
  • Handing the Angry or Irate Customer
  • The Complaining Customer
  • Complaint Handling system
  • Complaint Handling Procedure

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    Here is what some of the previous participants of this program had to say:

    “We learnt a lot of new techniques which will help us to implement in our organisation”

    “It was brought across to us in a such a way that we have go back and implement”

    Beginning of the program:

    Each participant has to fill in a pre-training need form to ascertain their expectations that can be catered to by the facilitator.

    At the end  of the program

    Each participant has to submit a Post Training Action plan for implementation and to ascertain the Return on Investment.