Customer Focused Management

Customer Focused Management
'Top Quality Service Never Happens By Accident'

Who Should Attend?
Managers and Supervisors of staff in customer-facing roles, and those with responsibility for ensuring that the service level offered to customers is a positive differentiator for their company, thus protecting their bottom line.

About the Programme

"Top quality customer service is never an accident. It is the result of high intention, great effort, intelligent direction, good management and skilful execution."

In fiercely competitive markets such as the Gulf region, where products and services are similar, 'putting the customer first' is a sensible strategy for building a successful business. Satisfied customers return and send others; dissatisfied customers do not! Surveys have found that it costs eight times as much to acquire a new customer as it does to keep an existing one. So it seems obvious that it should be the intention of most sensible business people to provide outstanding service. But this is not easy to apply in practice. We are all customers and most of us can tell horror stories about very poor customer service here in the Gulf. Rudeness, bad service and common neglect are too often encountered. We might like to think that such things do not happen in our organizations; but positive customer care does not occur naturally. In fact, it is extremely difficult to achieve.

How can a manager ensure that good customer care and excellent service will prevail throughout his / her organization? What are the simple practical steps that lead to quality products and excellent service? This programme is very participative and allows delegates to address issues in a practical way that clarifies the relationship between customer care and overall business strategy. Examples show how a Customer Focused Management programme is central to corporate planning.

Course Objectives

To understand the components of successful customer care
To know how to develop a plan for implementing effective customer care
To be able to assess your own, and your company’s performance in customer service
To improve the standards of service to your customers, by knowing them, and knowing what they want
To identify obstacles to successful implementation of a customer care programme in your organization
To know how to develop a customer focused team

What You Will Gain

This programme is the first step to a surge in your company’s business performance
You will have identified some of the issues that could be a problem to success in your own organization
You will have a better understanding of the detailed issues involved in providing effective customer care

Programme Contents
DAY ONE

Achieving Sustainable Competitive Advantage Through Excellent Customer Relationship Management
Backgrounds & Benefits
- The Three Levels Of Customer Response
- What Customers Expect
- Why Retaining Customers Is Harder Than Ever Before
Who Are Your Customers?
Assessing Your Own Customer Care Performance
- Using The RATER Model As A Guide (Reliability, Assurance, Tangible, Empathy, Responsibility)
- People & Systems
The Common Causes Of Failure & How To Avoid Them

DAY TWO

Implementing A Customer Care Programme
- Plan The Strategy
- Gain Total Commitment From You & Your Staff
- Know Your Customers
- Build Positive Customer Relationships
- Set Standards Of Service
- Provide Exceptional Customer Experiences
- Deliver On Customer Promises
- Staff Requirements
- Remove Barriers To Customer Service
Dealing With Customers Face-To-Face
- The Essential Skills & Attitudes
- Knowing How To Respond
- Handling Complaints
Building Customer Focused Teams
- Management By Example
- Recruit The Right People
- Customer Focus Training
- Motivate Your Employees To Stay Focused
- The Importance Of Team Work
- Valuable Tips For Managers

2 Days - Non-Residential

Delegate spaces available on the following course dates:

Date: 27th August » 28th August, 2008
Location: Dubai
Brochure Price: Dhs 3160.00
Online Price: Dhs 3,002.00 (Save 5% Online)

Date: 21st December » 22nd December, 2008
Location: Dubai
Brochure Price: Dhs 3160.00
Online Price: Dhs 3,002.00 (Save 5% Online)

All courses run during Ramadan from 1st September 2008 to 30th September 2008 will qualify for a 10% discount (including booking online or offline).

To cater for the needs of Muslim delegates fasting, courses will start earlier and all breaks will be substantially reduced.

Tutor / delegate contact time will remain at 6.5 hours.

Dubai Hours: 8:00 a.m. to 3:30 p.m.
Abu Dhabi Hours: 8:00 a.m. to 3:30 p.m.

Before the course each delegate will be asked to complete a Pre-Course Briefing Form to determine their individual objectives for attending the course. These objectives will be used by the tutor to give on-target training that is focused on the individual delegates.

At the end of the course each delegate will be asked to complete a Personal Development Plan that can be used as part of future appraisals and that will also be an important tool for management reference.

Total investment includes - Training Materials, Lunch & Refreshments.

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Customer Focused Management 'Top Quality Service Never Happens By Accident'

Customer Focused Management
'Top Quality Service Never Happens By Accident'