Customer Focus
Customer focus is an often neglected pre-requisite to customer care.
Prior to designing any Customer Care programme The Thinking Consultancy will ask the Senior Executives of the client’s organisation to address the following questions:
- How well do you know your customers?
- Do you do what you promise?
- Do you do what your customer expects?
- Does the customer know what to expect?
- Do you know what the customer expects?
- Do you have congruency?
The replies will be different for organisations in the hospitality industry, manufacturing, transport and public services however, analysis of the answers will bring to the fore where any training effort should be directed.
Based on the answers the Consultancy will design a specific programme for the client’s approval. The resultant training input may be for one, two or three days and include elements of the following:
- Cultural maps of Staff and Customers
- Dealing with the media
- Precision answers
- Precision questions moved
- Customer strategy
- Magic moments and tragic moments
- Action planning
- Communication styles
- Points of view
- Reading customer expectations
- Communicating with passion
- Customer mapping
- Eliciting values
Course logistics
Courses can be held in client offices, training centre or hotel
A three day course for qualified trainers
Course fees for corporate clients
£175.00 per person per day with a minimum invoice of £1,750.00 per day plus VAT and expenses
Course references
CF