Competition has never been stiffer. The advent of technology advancement in various media and the Internet made the present day consumers aware of the numerous choices they have in  satisfying their wants and needs. They are now much more sophisticated than they were, say five or ten years ago. They want fast, high quality and fairly priced products and services. If they don't find it in one service provider, they can easily find it in another considering all the information available at their finger tips. A lot of organizations are now aware of it. This is the reason why just about any company  is in mad scramble for putting up a customer service program, hiring consultants here and there to train the front liners, implement telephone phraseology, and establish customer feedback and action strategies. A lot of them, however, fail to meet the objectives of their initiatives because they did not ingrain  Customer Focus in the organization's culture. As a result learning from training programs don't stick and all other customer service related initiatives became flash in the pan.Ensuring customer satisfaction cannot be achieved by any Customer Service Orientation Programs no matter how fancy the design or the facilitator. Establishing a customer oriented organization requires that management take a serious look at all aspects of the company's operation and see that all actions are orchestrated towards providing quality products and services. A Customer Focused Company is one where The Mission, Values and All processes and systems are focused on quality and satisfaction of customers both external and internal. The aim of this workshop is to awaken managers to the fact that there is no shortcut in establishing a customer oriented organization, that they will have to equip themselves with basic information and skills for building a customer-focused company.

Course Objectives

At the end of the workshop, the participants are expected to:

• Understand the basics of service quality
  
• Identify the things  to be done in establishing Customer Focus throughout the organization
  
• Create strategies for continuously improving service quality
  

• Why build a customer-focused company
  
• Components of a customer-focused organization
  
• Institutionalizing Customer Feedback, Corrective and Preventive Action
  
• Customer Feedback
  
• Corrective and Preventive Action
  
• Service Quality Audit
  

• If you can't measure it, you can't improve it.
  
• Setting competency standards focused on quality and superior service
  

• Hiring is the Key
  
• The impact of participative management in strengthening the culture
  
• Customer relations mirror employee relations
  
• Clear employee roles equals better output
  
• Recognizing and Rewarding Exemplary Service Behavior