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The Client / Customer Driven Organisation
Teach your staff to appreciate the true value of the saying "The Customer is King" and turn your organisation into a truly excellent organisation.
This customer driven organisation Learning package looks at the various components that come in to play and challenges you to critically assess your own organisation as a Customer Driven Organisation.
Program Description
Within this Learning package participants will develop competence in:
- What is a Client or Customer Driven Organisation?
- Benefits and Components
- Why do we need Clients?
- The Traditional Value Chain
- The Modern Value Chain
- Identifying Clients
- The Pareto Principle Applied To The Client Driven Organisation
- Internal and External Customers
- Effects of Poor Internal Customer Service
- Knowing Your Clients
- What Do Clients Want?
- Features and Benefits
- Client Expectations
- Losing Clients
- Hierarchy of Service
- Loyalty and Switching Costs
- Why Do Clients Leave
- Obstacles to Client Service
- Continuous Improvement
- Culture and Standards
- The Client Service Culture
- Innovation and Client Service
- Excellent Client Service
- The Cycle of Service
- Communication with Clients
- Listening
- Communication
- Client Styles
- Demanding
- Influential
- Steady
- Compliant
- The Angry Client
- The Complaining Client
- Handling Complaints Effectively
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