Management and Leadership

During this course, participants will experience a blend of traditional classroom training, team application activities, online research, and potential investigative exercises designed to transform experienced managers into confident advanced-level leaders. This session focuses on harnessing the power of customer centricity and using the perspective of the customer to gain a sustainable competitive advantage.

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Target Audience

This course is designed for anyone who wants to develop their relationships with their customers and enhance the customer-focus in their work.

Learning Objectives

• Effectively manage customer relationships.
• Identify the metrics that matter most to your customers.
• Remove the barriers that hinder delivering superior customer service.
• Build strategic relationships from a global perspective.
• Problem solve with the customer in mind.

Course Outline

Module 1: What Is Your Service Orientation?

• Focus on the Customer vs. Transactions or Products
• Elements of Customer Centricity
• Customer-Centric Strategy

Module 2: The Customer Life Cycle

• Customer Retention and Customer Attraction
• Share of Wallet

Module 3: Determining Customer Value

• Customer Insight — What Does the Customer Value?
• Service Expectations
• Customer Priorities
• Solving Customer Issues

Module 4: Creating the Customer Experience

• Customer Relationship
• Feedback and Metrics

Module 5: Challenges

• Creating a Customer-Centric Culture
• Hiring for Success
• Resolving Dissatisfaction
• Building Sustainability into the Mix

MDI1347 Course Code