Good customer service begins at the top. If your senior people don’t get it, even the strongest links further down the line can become compromised.
Unprecedented increase in competition and rising customer demands have put immense pressure on organizations around the world to provide exceptional service and create extraordinary value for the customer. To achieve such high levels of service, organizations must not only understand the behaviour and needs of their key stakeholders – customers, both internal & external – but also make customer centricity a part of the culture of their organisation. This can be best driven top downwards through senior management.
Igniting Customer Centric Culture – Senior Management is a 2 day interactive intervention aimed at equipping senior management with the right tools and techniques to lead their teams to efficiently excel and provide timely, equitable, transparent and delightful service to their customers, in turn, building a highly customer-focused organisation.