Specific Job Releted Process Knowledge and Skills
Leveraging the Best of Digital Transformation, Data Analytics and Artificial Intelligence AI
Leveraging the Best of Digital Transformation, Data Analytics and Artificial Intelligence AI
QCF602-2D
4 Week Professional Training Training
Certified Customer-Focused Management Professional
Building Hands-on Skills & Competencies in
Systematically Delighting the Customers
Creating Unexpected Value for the Customers
- Customer Needs, Real Needs & Expectations
- What Exceeds Customer Expectations
- Identifying & Implementing Value for the Customer
- Leveraging Data Analytics & AI for Meeting & Exceeding Customer Expectations
www.eurotraining.com/bro/qcf602-2.php
2 Week Job Process Good & Best Practices Training
New Delhi
| Kualalumpur
|
London
| New York
|
Seattle, USA
| New Delhi
|
Kualalumpur
| New Delhi
|
London
| New York
|
Seattle
| Istanbul
|
New Delhi
| Kualalumpur
|
New Delhi
| London
|
New York
| Seattle, USA
|
London
| Dubai
|
Kualalumpur
| Dubai
|
London
| New York
|
Seattle, USA
| Istanbul
|
New York
| Dubai 27 April-8 May 2025
|
London 25 May-5 June 2025
|
Useful Links
What is Covered in this Training Workshop?
This Customer-Focused Management Professional Training builds in the participant the essential Understanding, Competencies, Skills, Process Knowledge and Management Guidance to Meet and Exceed Customer Expectations. The participant will learn how to ensure performance that is Customer Focused and at the same time is effective, efficient, and, aligned to Operational & Strategic Objectives. This is a comprehensive program. Program Topics will be discussed in great detail during the 4 weeks, to ensure the participants gains a full Multi-Discipline Multi-Stakeholder Latest-Technology Equipped Understanding of the Customer-Focused Processes.
Participants will appreciate that we are in business because some customers need what we offer and, we can be highly successful if lots of customers need what we provide, and or, if a customer who uses our product or service wants to use it again and again. This program's definition of Customer is anyone who uses your product or service or who is impacted or influences the success or failure of our product or service.
The first question for the participants is What do our 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 customer 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 customer 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.
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 Exceeding Customer Expectations. This program will also cover satisfying and exceeding expectations of internal customers. Internal customers may not go away to your competitors, but failure to satisfy them leads to their complaints that spoil our professional reputation, impact our career advancement, and generally reduce our job satisfaction levels. This program will show how to motivate staff to meet and exceed expectations of customers through engineering performance recognition, rewards, promotions, job satisfaction and other desirable results for staff. The participant will go away convinced how being Customer focused is definitely very good for his career, his department and his Organization.
Customer Focused Management Professional Training Participants will learn to Strategize, Communicate, Implement, Control, Evaluate Performance, Provide Training and Coaching, Build Teams, Build Helpful Knowledgebase Systems, Develop and Document Standard Operating Procedures, Identify and Implement Improvements and otherwise Manage Enabling Systems.
This Customer-Focused Management Professional Training builds in the participant the essential Understanding, Competencies, Skills, Process Knowledge and Management Guidance to Meet and Exceed Customer Expectations. The participant will learn how to ensure performance that is Customer Focused and at the same time is effective, efficient, and, aligned to Operational & Strategic Objectives. This is a comprehensive program. Program Topics will be discussed in great detail during the 4 weeks, to ensure the participants gains a full Multi-Discipline Multi-Stakeholder Latest-Technology Equipped Understanding of the Customer-Focused Processes.
Participants will appreciate that we are in business because some customers need what we offer and, we can be highly successful if lots of customers need what we provide, and or, if a customer who uses our product or service wants to use it again and again. This program's definition of Customer is anyone who uses your product or service or who is impacted or influences the success or failure of our product or service.
The first question for the participants is What do our 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 customer 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 customer 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.
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 Exceeding Customer Expectations. This program will also cover satisfying and exceeding expectations of internal customers. Internal customers may not go away to your competitors, but failure to satisfy them leads to their complaints that spoil our professional reputation, impact our career advancement, and generally reduce our job satisfaction levels. This program will show how to motivate staff to meet and exceed expectations of customers through engineering performance recognition, rewards, promotions, job satisfaction and other desirable results for staff. The participant will go away convinced how being Customer focused is definitely very good for his career, his department and his Organization.
Customer Focused Management Professional Training Participants will learn to Strategize, Communicate, Implement, Control, Evaluate Performance, Provide Training and Coaching, Build Teams, Build Helpful Knowledgebase Systems, Develop and Document Standard Operating Procedures, Identify and Implement Improvements and otherwise Manage Enabling Systems.
Who Should Attend?
This Certified Professional program is intended for Internal and External Customer Facing Supervisors, Team Leaders and Managers in your Department or Organization. This Training Program is particularly essential for Service Department Professionals from Help Desks, IT, Procurement, Maintenance, Human Resources, Public Relations, Contracts, Safety, Security and Facility Management Units and Organizations.
This program is also useful for Data Analysts and Consultants developing Smart and Intelligent Systems for Identifying, Monitoring, Measuring and Providing Customer Related Useful Decision Support Insights to Managers.
This Certified Professional program is intended for Internal and External Customer Facing Supervisors, Team Leaders and Managers in your Department or Organization. This Training Program is particularly essential for Service Department Professionals from Help Desks, IT, Procurement, Maintenance, Human Resources, Public Relations, Contracts, Safety, Security and Facility Management Units and Organizations.
This program is also useful for Data Analysts and Consultants developing Smart and Intelligent Systems for Identifying, Monitoring, Measuring and Providing Customer Related Useful Decision Support Insights to Managers.
Program Content & Modules
Certified Customer-Focused Management Professional
Internal & External Customers, and other Stakeholders
The Customer-focused Management Approach
What Satisfies Customers?
What Dissatisfies Customers?
Problems Created by Dissatisfied Customers
Benefits of Satisfied Customers
Benefits of Delighted or Exceeded Expectation Customers
Are all Customers Equal?
Handling 'Difficult' Customers
Essential Processes whose absence will lead to Recurring Customer Dissatisfaction
Essential Processes that Lead to Customer Recognition of Service as Professionally Performed
Essential Processes that will often lead to Exceeding Customer Expectations and Customer Delight
Identifying your Internal and External Customers & Stakeholders
Prioritizing your Customer Groups
What are the 'Needs' of Each Customer Group?
What are the 'Real Needs' of Each Customer Group?
What are the 'Expectations' of Each Customer Group?
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)
Communicating, Coordinating and Consulting with Customers
What are the Processes we need to Implement for above items?
What are the Usual Causes of Customer Dissatisfaction?
Identifying & Implementing Good Practice Processes
Processes for Professionally Changing Customer Expectations
Understanding when the Customer Feels Delighted or his Expectations are Exceeded?
Analytical Methods to Identify Possible Methods to Exceed Customer Expectations or Delight the Customer
Benchmarking Approach for Ideas for Exceeding Customer Expectations
Data Analytics and Artificial Intelligence techniques to Identify Opportunities for Meeting and Exceeding Customer Expectations
Training your Staff for Capturing Changing Customer Needs & Expectations
Training your Staff for Meeting Customer Expectations
Training your Staff for Exceeding Customer Expectations
Setting up a Culture of Meeting & Exceeding Customer Expectations
Coordinating, Communicating and Listening to Internal & External Customers
Coordinating, Communicating and Listening to Potential Customers
Methods for Engaging and Involving the Customers in your Design & Planning Processes
Determining Customer Satisfaction (and dissatisfaction) Relative to Internal and External Competitors
Building Relationships with Internal & External Customers
Setting up an Effective and Winning Customer Complaint Management System
Methods for Measuring Customer Satisfaction Levels
Data Analytics & Real Time Dashboards to Provide Real Time (or Near Real Time) Customer Satisfaction Levels
Workshop 1
Deeper Insights into Above Topics and Modules including added Procedures and Checklists
Competencies & Skills for Implementing Good & Best Practices for above Processes
Developing a Performance Evaluation System to know how well customer teams are performing
Customer Focused Performance Reporting
Workshop 2
Framework for a Customer Focused Management Knowledge System
Customer Focused Knowledge System to Empower Customer Service Teams
Workshop 3
Strategic Objectives of Customer Focused Management System
Developing Meaningful Key Performance Indicators for Customer Focused Management
Best Methods for Collecting Data for KPI's
Reporting KPI Performance
Recommending New Improvement Projects for KPI Achievement
Data Analytic System to Provide Insight into Customer Related Performance, Improvements and Management
Setting-up a Data Analytics based Real Time or Near Real Time Decision Support System
Leveraging Artificial Intelligence for Proactive Customer Satisfaction Management Decision Support Insights
Leveraging Data Analytics & AI for Customer Focused Decision Suggestion & Automated Decisions System
Workshop 4
Deeper Insights into Program Topics including added Objectives, KPIs, Procedures, Checklists, Controls, Feedback, Continual Improvements
Setting Up a Customer Focused Management Skills & Competencies Training System
Empowering Customer Focused Management Teams
Building a Multi-Level Internal Customer Focused Skills and Competency Measuring System
Tests for Customer Focused Management Professional Certification
Professional Training Interview of Participants
Program Recommendations
Detailed Personalized PCustomer-Focused Management Action Plan
2 Week Job Process Skills Training
Outcomes & Takeaways
Job Process Good & Best Practices Workshop Outcomes and Takeaways
The Work Process Approach to Learning is a methodology that emphasizes learning through understanding the actual work processes.
A work process refers to a set of activities or tasks that are carried out to achieve a specific outcome or result. These processes can be core to the business, such as manufacturing, service delivery, or customer support, or they can be supportive, like HR processes, IT services, or administrative workflows.
The Goal is to closely align training content and methods with the specific processes, tasks, and challenges found in that domain real-world work environments.
What the training achieves is building skills and competencies essential for actual work processes performance. Enabling quick and seamlessly understanding how to perform their processes effectively, efficiently and avoiding the usual mistakes and risks.
This 2 Week Training Workshop participant will typically take away...
Program related Process knowhow, skills, competencies and process knowledge to perform the job work processes
Training that will empower the participant to identify, support and implement work process improvements in his unit, team, section, department, and organization.
The Work Process Approach to Learning is a methodology that emphasizes learning through understanding the actual work processes.
A work process refers to a set of activities or tasks that are carried out to achieve a specific outcome or result. These processes can be core to the business, such as manufacturing, service delivery, or customer support, or they can be supportive, like HR processes, IT services, or administrative workflows.
The Goal is to closely align training content and methods with the specific processes, tasks, and challenges found in that domain real-world work environments.
What the training achieves is building skills and competencies essential for actual work processes performance. Enabling quick and seamlessly understanding how to perform their processes effectively, efficiently and avoiding the usual mistakes and risks.
Program related Process knowhow, skills, competencies and process knowledge to perform the job work processes
Training that will empower the participant to identify, support and implement work process improvements in his unit, team, section, department, and organization.
Benefits to the Organization Sponsoring Participants to this program
(Benefits made possible by Euro Training's above mentioned Planned Outcomes and Takeaways)
This Euro Training programs is different. It develops practical Job Process Skills.
Benefits you may see in participant post program behavior...Inclination to Recognize his Processes Customers and Stakeholders, and their Needs & Expectations.
Higher level of Relevant Multi-discipline Job Process Skills
Taking Initiative to Propose and help implement Process Improvements in his Work Responsibility Area.
How your Participant will Change after attending the program?...
Increased Work Process Performance Knowledge
Awareness to the Need to align process performance to the Needs and Expectations of Stakeholders and Customers (internal & external)
Awareness of the Need to Align Process Performance to Organizational Operational and Strategic Objectives.
Implement Good Management Practices during Process Performance, and, Gain Awareness to meet Requirements and Recommendations of the any Applicable Industry and Professional Standards.
Skill Sets for possible implementation the Program Discussed Action Plan for Process Improvements.
Type of improvements the participant will be trained to analyze and implement include (as relevant)
(a) Productivity Improvements
(b) Product and Service Differentiation
(c) Exceeding Stakeholder & Customer Expectations.Euro Training Instructors often act as mentors for participants (solely subject to instructor approval). Your participants can utilize this free service to ensure effective post program reinforcement and help when apply the ideas and skills acquired during the training.
Participant Individual Career Benefits
Job Satisfaction & Advancement
First, and most important benefit, is the positive self-esteem that will come from being able to do your work processes right first time and meet internal and external customer expectations.
Second, the Program developed Job Process Understanding & Skills will help participant successfully present his professional skills at Job Interviews and Internal Performance Evaluation Reviews.
Participant gains clear direction and insight for analyzing, proposing and implementing improvements in his work processes.
Post program when you take decisions related to your work processes you will automatically consider Multi-discipline aspects (as applicable):
Internal & External Customer Needs and Expectations, Technology Options, Data Analytics and Artificial Intelligence Opportunities, Helpful Tools and Methods, Consider Risks, Mitigate Risks, Take Actions that Increase Productivity, Consider Legal & Contractual Aspects, Consider Intellectual Property Aspects, Pay attention to Safety and Security, Consider future Audit, Weigh Cost Benefit between options, Be Mindful of Key Performance Indicators (KPIs), Consider how Performance will be evaluated, and, Consider need for and Opportunity to Develop a Decision Support Knowledge Base, .... (and, possibly more aspects).
First, and most important benefit, is the positive self-esteem that will come from being able to do your work processes right first time and meet internal and external customer expectations.
Second, the Program developed Job Process Understanding & Skills will help participant successfully present his professional skills at Job Interviews and Internal Performance Evaluation Reviews.
Participant gains clear direction and insight for analyzing, proposing and implementing improvements in his work processes.
Post program when you take decisions related to your work processes you will automatically consider Multi-discipline aspects (as applicable):
Internal & External Customer Needs and Expectations, Technology Options, Data Analytics and Artificial Intelligence Opportunities, Helpful Tools and Methods, Consider Risks, Mitigate Risks, Take Actions that Increase Productivity, Consider Legal & Contractual Aspects, Consider Intellectual Property Aspects, Pay attention to Safety and Security, Consider future Audit, Weigh Cost Benefit between options, Be Mindful of Key Performance Indicators (KPIs), Consider how Performance will be evaluated, and, Consider need for and Opportunity to Develop a Decision Support Knowledge Base, .... (and, possibly more aspects).
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