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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

Customer Focused Management Skills

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. For each Customer Group What are their Needs

8. For each Customer Group what are their Real Needs

9. For each Customer Group What are their Expectations

10. Which Needs & Expectations of each group we will try and Meet based on our Strategy and Resources

11. Which Expectations we do not plan to spend resources to try and meet just now (not our strategy)

12. What are the Processes we need to Implement (or subprocesses to include in existing processes) to Meet Each Need, Real Need or Expectation

13. What are the Usual Causes of Customer Dissatisfaction? Or What Processes if we do not have can lead to Customer Dissatisfaction?

14. Good Practices Processes - those that ensure promised Quality of Product or Service will be Provided, an in the manner expected by the Customer or our Commitment.

15. Processes for Changing Customer Expectations

16. Understanding when the Customer Feels Delighted or his Expectation Exceeded?

17. Analytical Methods to Identify Possible Methods to Exceed Customer Expectations or Delight the Customer

18. Benchmarking Ideas for Exceeding Customer Expectations

19. Advanced Data Analytics and Artificial Intelligence techniques to Identify Opportunities for Meeting and Exceeding Customer Expectations

20. Training your Staff for Meeting Customer Expectations

21. Training your Staff for Exceeding Customer Expectations

22. Setting up a Culture of Meeting & Exceeding Customer Expectations

23. Know What Customers Want: Listening to Internal & External Customers; Listening to Potential Customers

24. Determination of Customer Satisfaction and Engagement: Satisfaction and Engagement; Satisfaction Relative to Competitors; Dissatisfaction

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

26. Program Recommendations & Next Steps

27. Participant Customized Outline Action Plan

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