Outstanding Customer Relationships – A Competitive Advantage
In the context of highly competitive markets there comes the need to focus on customer satisfaction, retention and recovery. To your organization this means creating an environment that supports members in consistently providing high-quality service to their customers, meeting and exceeding their needs.
Service excellence and organizational culture
We learned that exceptional service pays off: organizations that deliver high-quality services increase their market share and have a higher return on sales than do their competitors. They do that through a special environment that they have created over the years. Such an environment can be developed by focusing on your organization’s culture, or the specific attitudes and behaviours that are required of people to fit in and meet the expectations of the organization and its customers.
Attitudes and behaviors
Through participating in the “Outstanding Customer Relationships” training program individuals become more familiar with the behavioural norms and expectations that have the most positive impact on service quality. At the same time they experience how certain behaviours can affect the performance of a group working to solve a common problem. In practice this group can be formed by people working in the same organization (colleagues) or in different organizations (suppliers and customers).
The topics covered by the program are:
- what is service?;
- individual styles and values;
- building a culture of quality;
- handling customer complaints;
- customer interactions;
- improvement of customer service;
- personal development.
Thinking styles and customer interactions
At the beginning of the program the participants have the opportunity to go through an individual assessment of their thinking styles, values and attitudes that influence the way they approach work and relationships. The results of this assessment will be linked later on with the other subjects in the program helping the participants making the connection between their current approach and the desired one.