This course is designed to equip leaders to have a wholistic perspectives of business goals and being able to strategize & use tools that enables them to function at an optimum level in their day-to-day responsibilities. Through strategic thinking and planning, leaders will also be able to develop a support circle among other leaders once they discover their strengths and leadership styles. The main goal is to allow leaders to just grow in leadership and operational skills but also to lean on organizational support to grow in their role.
Be a strategist at work. Learn to see things in a different light with the skills to conduct root cause analysis and other data analytics methodologies. Make informed and effective decesions, resovle operational hurdles and drive your team forward to success.Build an outstanding customer-centric organization by applying the right customer management skills!
Topics covered in Foundation Module
- Brand vs Brand Image
- The Components of Customer Service
- Types of Customer Needs
- Customer-Centric Communications
- Rules of Effective Communications
- 5 Types of Customers
- Managing Customer Types
- The Customer Journey
Who Benefits?
- Customer Service Frontliners
- Customer Experience Personnel
- Customer Service Relationship Managers
Key Results
- Identify The Difference Between a Product and a Brand
- Understand Essential Components of Customer Service and Awareness Around your Brand and Business
- Identify Values, Skills, and Essential Behaviors Required for Your Organization to Deliver Unmatched Customer Experience
- Understand the Types of Customer Needs and Define Work Towards Desired State For your Organization to Succeed as Customer-Centric
What some participants have said
‘I understand the techniques to manage difficult customers now, very helpful!”
“This program has given me a different perspective to customer service, I used to take few things for granted in the past, realized the impact it has when we pay attention to small stuff”
