Domain Specific Job Skills and Competencies
Leveraging the Best of Digital Transformation, Data Analytics and Artificial Intelligence AI
QCF602-1
1 Week Training Program
Customer Focused Management of Your Organization or Department
Building Skills & Competencies in
Delighting the Customer
Creating Unexpected Value for the Customer
- Understanding Customer Needs & Expectations
- Understanding What Exceeds Customer Expectations
- Identifying Value for the Customer
- Leveraging Data Analytics & Artificial Intelligence to Proactively Understand Customer Satisfaction or Dissatisfaction
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1 Week Training Programs
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Kualalumpur
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Seattle
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New Delhi
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New Delhi
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London
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Kualalumpur
| Dubai
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London
| New York
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Seattle, USA
| Istanbul
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New York
| Dubai
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Kualalumpur
| London
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Useful Links
What is Covered in this Program
We are in business because some customer's need what we offer. We will be highly successful if lots of customers need what we provide.
Also if a customer who uses our product or service wants to use it again and again that is the road to success. So the first question should be What does the Targeted Customer's want? What are their Needs? Real Needs? Their Expectations? How can we meet and exceed their expectations?
In todays competitive world, Meeting Customer Expectations is Not a Big Deal... So many competitors will also be happy to meet your need for the price or order, even happy customers may try your competitors next time and may like him better for some reason! And you may loose him. Key to success is Exceeding Customer Expectations or Delighting the Customer, giving him more than what anybody else gives.
Further, Our social experience teaches us that most people take negative feedback as a personal attack, and it may spoil relationships forever.
Customers don't like giving feedback, if dissatisfied they just don't come back but may tell 20 to 30 other people of their dissatisfaction experience with you. Correction, some customers who are very-very dissatisfied do give a very negative feedback with no intention of coming back. So a dissatisfied customer leaving your department dissatisfied is like a Bull-in-a-China-shop for your department or organization. It is important that feedback be taken early, specially where dissatisfaction is suspected, so measures can be taken to satisfy the customer before he leaves.
It is not a good idea to let a dissatisfied customer leave your department or organization in that state.
This program will discuss various new methods to get early customer feedback these include by Non-obtrusive feedback options, observing his behavior, face expressions, tone, body language, data analytics and artificial intelligence methods.
Methods to Prioritize between Customer Needs, Customer Real Needs, Customer Expectations, Exceeding Customer Expectations. Good and Best Practices for meeting customer expectations.
This program will provide the participant Understanding, Skills and Competencies that will help you avoid all the above problems, and set up a system to Meet and Exceed Customer Expectations in a Planned and Organized Manner.
This program will discuss how to proactively setup processes that lead to Customer Satisfaction, these processes have actually been recognized as "their absence becomes a cause of customer dissatisfaction".
This program will also discuss how to understand (and differentiate between) Customer Needs, Customer Real Needs, Customer Expectations, Exceeding Customer Expectations.
Significant amount of time will be spent on analytically finding ideas for Exceed Customer Expectations.
Also, we all are looking for one or more of recognition, reward or promotion, achievement of this makes us happy, job satisfied and motivated to put in extra effort on our job. Becoming Customer focused is definitely very good for our career.
We are in business because some customer's need what we offer. We will be highly successful if lots of customers need what we provide.
Also if a customer who uses our product or service wants to use it again and again that is the road to success. So the first question should be What does the Targeted Customer's want? What are their Needs? Real Needs? Their Expectations? How can we meet and exceed their expectations?
In todays competitive world, Meeting Customer Expectations is Not a Big Deal... So many competitors will also be happy to meet your need for the price or order, even happy customers may try your competitors next time and may like him better for some reason! And you may loose him. Key to success is Exceeding Customer Expectations or Delighting the Customer, giving him more than what anybody else gives.
Further, Our social experience teaches us that most people take negative feedback as a personal attack, and it may spoil relationships forever.
Customers don't like giving feedback, if dissatisfied they just don't come back but may tell 20 to 30 other people of their dissatisfaction experience with you. Correction, some customers who are very-very dissatisfied do give a very negative feedback with no intention of coming back. So a dissatisfied customer leaving your department dissatisfied is like a Bull-in-a-China-shop for your department or organization. It is important that feedback be taken early, specially where dissatisfaction is suspected, so measures can be taken to satisfy the customer before he leaves.
It is not a good idea to let a dissatisfied customer leave your department or organization in that state.
This program will discuss various new methods to get early customer feedback these include by Non-obtrusive feedback options, observing his behavior, face expressions, tone, body language, data analytics and artificial intelligence methods.
Methods to Prioritize between Customer Needs, Customer Real Needs, Customer Expectations, Exceeding Customer Expectations. Good and Best Practices for meeting customer expectations.
This program will provide the participant Understanding, Skills and Competencies that will help you avoid all the above problems, and set up a system to Meet and Exceed Customer Expectations in a Planned and Organized Manner.
This program will discuss how to proactively setup processes that lead to Customer Satisfaction, these processes have actually been recognized as "their absence becomes a cause of customer dissatisfaction".
This program will also discuss how to understand (and differentiate between) Customer Needs, Customer Real Needs, Customer Expectations, Exceeding Customer Expectations.
Significant amount of time will be spent on analytically finding ideas for Exceed Customer Expectations.
Also, we all are looking for one or more of recognition, reward or promotion, achievement of this makes us happy, job satisfied and motivated to put in extra effort on our job. Becoming Customer focused is definitely very good for our career.
Who Should Attend
This program is intended for all Internal and External Customer Facing Employees in your Department or Organization.
Our definition of Customer is anyone who uses your product or service or interacts with others in any manner, each and every employee is an internal customer of other employees and vice versa. Therefore each and every employee of each and every department in your organization can benefit from this program.
This program is intended for all Internal and External Customer Facing Employees in your Department or Organization.
Our definition of Customer is anyone who uses your product or service or interacts with others in any manner, each and every employee is an internal customer of other employees and vice versa. Therefore each and every employee of each and every department in your organization can benefit from this program.
Program Content & Modules
Importance of Internal & External Customers
The Customer-focused Management Approach
Problems Created by Dissatisfied Customers
Advantages of Satisfied Customers
Advantages of Delighted or Exceeded Expectation Customers
Identifying your Internal & External Customers
Prioritizing your Customer Groups
For each Customer Group What are their Needs
For each Customer Group what are their Real Needs
For each Customer Group What are their Expectations
Which Needs & Expectations of each group we will try and Meet based on our Strategy and Resources
Which Expectations we do not plan to spend resources to try and meet just now (not our strategy)
What are the Processes we need to Implement (or subprocesses to include in existing processes) to Meet Each Need, Real Need or Expectation
What are the Usual Causes of Customer Dissatisfaction? Or What Processes if we do not have can lead to Customer Dissatisfaction?
Good Practices Processes - those that ensure promised Quality of Product or Service will be Provided, an in the manner expected by the Customer or our Commitment.
Processes for Changing Customer Expectations
Understanding when the Customer Feels Delighted or his Expectation Exceeded?
Analytical Methods to Identify Possible Methods to Exceed Customer Expectations or Delight the Customer
Benchmarking Ideas for Exceeding Customer Expectations
Advanced Data Analytics and Artificial Intelligence techniques to Identify Opportunities for Meeting and Exceeding Customer Expectations
Training your Staff for Meeting Customer Expectations
Training your Staff for Exceeding Customer Expectations
Setting up a Culture of Meeting & Exceeding Customer Expectations
Know What Customers Want: Listening to Internal & External Customers; Listening to Potential Customers
Determination of Customer Satisfaction and Engagement: Satisfaction and Engagement; Satisfaction Relative to Competitors; Dissatisfaction
Building Relationships with Internal & External Customers:
(1) Relationship Management
(2) Complaint Management
(3) UnderstandingProgram Recommendations & Next Steps
Participant Customized Outline Action Plan