Customer Focused Management

Course outlines:

Module One:

Creating a Customer-Focused Organisation 

• Why is Customer Focus suddenly such a big deal?
• The Vision and Mission of a Customer Focused Organization
• The Roles and Responsibilities of a Customer-focused Manager
• The Importance of Presenting a Professional Business Image
• Mastering Nonverbal Communication

Module Two:

Enhancing Leadership and Interpersonal Communication Skills 

• Supervising the Four Personality Styles
• Overcoming Communication Barriers in the Workplace
• The Supervisor’s Role in Conflict Resolution and Service Recovery
• Facilitation Skills: Managing Group Dynamics
• How to Give and Receive Constructive Feedback

Module Three:

Setting Customer Service Policies and Performance Standards 

• Deming’s Fourteen Points of Total Quality Management
• Traditional Manager vs. TQM Manager
• Setting SMART Objectives to Improve Customer Satisfaction
• Best Practices: Methods of Measuring and Monitoring Customer Satisfaction
• Empowering Frontline Employees to Better Serve their customers

Module Four:

Building High-Performance Teams and Motivating Individuals 

• The Building Blocks of a High-performance Team
• Your Customer Service is Only as Good as Your Worst Employee
• The Power of Mutual Support and Cooperation
• Building Teamwork with Support and Recognition
• Coaching and Mentoring Techniques
• The Impact of Stress on Individual and Team Performance
• The Benefits of Teamwork and Mutual Cooperation

Module Five:

Leading the Way to Superior Customer Service

• Using Social Media to Engage with Customers
• Recruiting, Interviewing and Hiring Quality Personnel
• Developing and Implementing Effective Training
• The Importance of Attitude and Teamwork
• Professional Development and Continuous Improvement
• Setting Performance Goals and Expectations
• Employee Recognition and Performance Review
• Empowering, Motivating and Retaining Frontline Personnel