Description

The service companies provide is now perceived as their main differentiating factor, especially in today’s post-industrial economies where the competition with emerging countries has come to a head. One of the best ways for a company to stand out from the competition is to offer a high-quality service that meets the requirements of its customers. This means listening to customers in order to identify their expectations, and establishing a form of organisation that meets their requirements. The company must focus on customer satisfaction as a whole – and on every level – in order to deploy the best possible customer-oriented strategy. On a day-to-day basis, it is up to every manager to show the way, relay the customer’s priorities to their teams and transform the repercussions of these priorities in terms of organisation and behaviour. Devised with one of the world’s leading service strategy specialists, this course will show you how to set about this task to transform your team’s culture and organise its work in line with the final customer’s requirements.


After this course, you will be able to:
• Analyse the areas in which progress can be made to better focus your team on the customer
• Manage the activity so that it is oriented towards the customer
• Manage people effectively using basic, all-important communication methods
• Organise people so that they focus on the customer

The benefits of this course for you and your company:
• Your team will be more self-sufficient and more willing to serve the customer
• You will help gain customer loyalty and enhance the company’s image
• Your team will be in line with your company’s strategy

Outline

Learning plan
Analyse your team’s organisation
• Define a high-quality service
• Situate your team in its environment
•Draw up an assessment of the team’s performance

Manage your team’s activity
• Organise the team’s activity to promote a customer-focus approach
• Handle customer complaints effectively

Manage people so that they focus on the customer
•Master the fundamentals of communication
•Develop your colleagues’ skills so that they are customer-oriented
• Meet your colleague’s needs

Additional Info

Languages

English, French

Course Length

40.00 hours

Duration of Access

3 months

Instructor

Prerequisites/Audience

This course is intended for:
• Business Unit managers
• Local managers
• Project managers

Requirements/Materials Included