Soft Skills and Behavioral training

Igniting Customer Centric Culture – Senior Management

2 days

About the Program

Why is it important for organisations to have a customer centric culture? What role can senior management play to drive customer centricity through the organisation?

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.Richard Branson

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.

How will it help you?

With intense and constructive discussions on case studies of the best service organisations, this workshop will empower senior leaders with new ideas and tools to strategically drive a customer centric culture within the organisation. This workshop will help you:

  • Generate commitment and ownership for driving customer delight through your subordinates.
  • Understand how best to communicate with your team to ensure goals are achieved.
  • Understand how to develop team members’ capabilities to drive customer centricity down the hierarchy.
  • Constantly motivate team members to provide superlative service.
  • Understand importance of regular reviews and the art of giving constructive feedback to ensure high customer service standards.