Building a Customer Centric Organisation

1 Day Course
Code MPDBCCO

This course has been retired. Please view currently available Business Development Training Courses.

Modules

Course Outline (11 topics)

  • The business case for service excellence.
  • Taking a user-led approach.
  • Mapping a customer journey.
  • Capturing the voice of the customer.
  • Practice in drafting your own service standards.
  • Launching a service excellence strategy.
  • Using employee engagement to ensure buy-in.
  • What customer centric organisations do well.
  • Benchmarks for service excellence.
  • Tools and processes to review, audit and manage customer feedback.
  • The role of leadership in service excellence and how to lead by example.

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