Customer Driven Organization Training course

What value does your staff place on your customers? Now you can help each your staff to appreciate the true value of the saying "The Customer is King" and turn your organization into a truly excellent organization.

This Customer Driven organization training course looks at the various components that come in to play and challenges you to critically assess your own organization as a Customer Driven Organization. Whether you are interested to learn about customer driven organizations for yourself or you want to instruct your staff or clients on how to shape an organizational driven organization this soft skills training course will repeatedly deliver endless results for you.
Within this Training course participants will learn about:

• What is a Customer Driven Organization?
  - Benefits and Components
• Why do we need Customers
  - The Traditional Value Chain
  - The Modern Value Chain
• Identifying Customers
  - The Pareto Principle Applied To The Customer Driven Organization
  - Internal and External Customers
  - Effects of Poor Internal Customer Service
• Knowing Your Customers
  - What Do Customers Want?
  - Features and Benefits
  - Customer Expectations
• Losing Customers.
  - Hierarchy of Service
  - Loyalty and Switching Costs
  - Why Do Customers Leave
  - Obstacles to Customer Service
  - Continuous Improvement
• Culture and Standards
  - The Customer Service Culture
  - Innovation and Customer Service
  - Excellent Customer Service
  - The Cycle of Service
• Communication with Customers.
  - Listening
  - Communication
• Customer Styles
  - Demanding
  - Influential
  - Steady
  - Compliant
  - The Angry Customer
  - The Complaining Customer
• Handling Complaints Effectively