Creating and leading customer-oriented teams

Course Objectives

By the end of the course, participants will be able to:

• understand how customer enthusiasm contributes to their company’s growth
• identify the management practices that build customer relationships that last
• focus their team’s approach on customer relationships that last
• build their team’s customer-focused initiative and proactiveness
• co-operate with other managers to solve issues hampering frontline staff

Programme

The training programme

Turning customers into your company’s best allies

• The three notions: customer satisfaction, preference and loyalty
• The tools to leverage enthusiasm
• Building the Alliance Client

Managing the alliance with your company’s customers

• The customer pathway and process 
• What have you done for your customers today? (A self-assessment)
• Satisfaction levels, verbatim feedback and complaints: listening to customers
• Customer expectations and the progress plan

Building your team’s customer culture

• Helping your team understand its contribution
• Stimulating curiosity about the market and competition
• Training ‘pro’ team members who are in touch with customers

Making your team more proactive

• Putting customer satisfaction back at the centre of the team and team members’ role
• Productivity, service quality and customer satisfaction
• Defining latitude and escalation rules for unexpected developments or complaints

Supporting your team’s cooperation to boost customer enthusiasm

• Establishing and encouraging solidarity within the team
• Solving problems that do not depend on team members
• Using the company’s strengths and business success to build your team’s pride

e-Learning modules

e-Learning modules you will receive with this course

• Key factors in long-term customer relationships
• Role of the manager in long-term customer relations
• Building customer enthusiasm
• Handling claims in long-term customer relationships 
• Developing internal cooperation for customers

Course duration

2 days + 5 e-learning modules

Who should attend?

This course is aimed at:

Anybody running a team in direct or indirect contact with customers (before sales, after sales, over the telephone, over the internet or face to face)