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What is Covered in this Program?

1. Delight the Customer. Create Unexpected Value for the Customer. Understand Customer Needs and Expectations.

2. Identify What Exceeds Customer Expectations. Recognize and Deliver Customer Value. Leverage Data Analytics and AI for Customer Insights.

3. Establish Processes for Customer Satisfaction. Gain Early Customer Feedback.

4. Differentiate Between Needs, Real Needs, and Expectations. Implement Best Practices for Customer Engagement.

5. Proactively Address Customer Dissatisfaction. Develop Ideas to Exceed Customer Expectations.

6. Build Career Success Through Customer Focus. Prevent Negative Customer Experiences.

Who should Attend?

1. This program is intended for all Internal and External Customer Facing Employees in your Department or Organization.

2. Our definition of Customer is anyone who uses your product or service or interacts with others in any manner, each and every employee is an internal customer of other employees and vice versa. Therefore each and every employee of each and every department in your organization can benefit from this program.

PROGRAM CONTENT

Skills for Planning & Meeting Internal & External Customer Requirements, Needs, Expectations & Delighting Customers

1. The Customer-focused Management Approach

2. Problems Created by Dissatisfied Customers

3. Advantages of Satisfied Customers

4. Advantages of Delighted or Exceeded Expectation Customers

5. Identifying your Internal & External Customers

6. Prioritizing your Customer Groups

7. Understanding Customer Needs

8. Understanding Customer Real Needs

9. Understanding Customer Expectations

10. Aligning Customer Satisfaction Targets to our Strategy and Resources

11. Resource Allocation for Customer Service

12. Essential Customer Processes

13. Usual Causes of Customer Dissatisfaction

14. What Processes whose non-existance leads to Customer Dissatisfaction?

15. Good Customer Service Practices Processes

16. Changing Customer Expectations & Service Perceptions

17. Customer Delighting Practices

18. Leveraging Data Analytics to Focus on Exceeding Customer Expectations

19. Leveraging Artificial Intelligence to Focus on Exceeding Customer Expectations

20. Benchmarking Ideas for Exceeding Customer Expectations

21. Identify Emerging Opportunities for Meeting and Exceeding Customer Expectations

22. Training Staff for Meeting Customer Expectations

23. Training Staff for Exceeding Customer Expectations

24. Culture of Meeting & Exceeding Customer Expectations

25. Listening to Internal & External Customers

26. Listening to Potential Customers

27. Determination of Customer Satisfaction and Engagement

28. Satisfaction Relative to Competitors

29. Determing Customer Dissatisfaction where he does not Complain

30. Building Relationships with Internal & External Customers:
    
    (1) Relationship Management
    
    (2) Complaint Management
    
    (3) Understanding

31. Program Recommendations & Next Steps

32. Participant Customized Outline Action Plan

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