+64 21 620 456
16 Kauri Street, Woburn, Hutt City, New Zealand
The program shows how to examine every job and every task from the customer's point of view, to see how it adds value to the customer (especially the external customer but also the internal customer). Achieving an attitude where, wall-to-wall, everyone thinks of their job in these terms, is critical to success.
The program shows how to examine every system and make it more customer friendly. My research shows that 96% of people want to do a good job. If they fail it's usually because of organisational issues or because of unhelpful processes. To break through this the people require tools to help them rethink their processes, especially how they deal with customers.
%r r% The program works at the people level. People who feel good about themselves and what they are doing will do a better job of taking care of the customer. This usually means developing the skills, the knowledge and the attitude of the people. These components are shown as three intersecting circles. Change occurs when all three are met.
For customer service to improve manages need to change the way they manage. The program shows managers how:
For customer service to improve every person in the organisation needs to think about their customer in a new way:
A moment of truth is the first five seconds when somebody in the organisations makes contact with a customer. If this is a positive experience customer service improves. If this is a negative experience customer service decreases. The program shows how to improve moments of truth throughout the organisation.
The program shows each and every person how they can turn their customers into raving fans. This includes people who only have internal customers. Creating raving fans throughout the organisation is fundamental to improving customer service.
To achieve great customer service we need to examine every part of our organisations as though we were looking through the customerís eyes. If our organisation is easy to deal with the buying chain will be simple and the customer will be satisfied. If it is difficult to negotiate the customer will be dissatisfied. The program shows people how to think about their job from the customerís view and simplify their part of the buying chain.
Customers are different fundamentally. If you deal with them all in the same way there is no way you can be successful. Itís vital to understand these differences and change your behaviour accordingly. The program shows you how to identify different customer types and how to behave and communicate differently for each type.
Key words: Leadership, leadership development, leadership management, leadership training, leadership program, leadership skills