Designing a Customer-Focused Organization

This workshop is all about the real "boss" of all progressing organizations: the customer. It is very practical, hands-on, and involving. We deal with the real issues confronting managers and employees trying to focus on their customers, issues such as:

  • What are the key expectations and "care abouts" that customers have today?
  • How are other organizations keeping up with the customer demands for "better, faster, cheaper?"
  • How do you stay focused on "the customer" when you have several types of customers and constituents, and many of them want very different (or even contradictory) things from you?
  • When you're overwhelmed and can't meet all customer needs, how do you decide which to handle (without getting blasted by the others)?
  • How do you continually improve customer service and quality, without encouraging your customers to raise their expectations to unrealistic levels?
  • What do you do when political realities pressure you to take actions that don't support customer needs?

The workshop includes case studies, short readings, lecture / discussions, small / large group discussions, and vidoes.

What You'll Leave With:

  • An understanding of the emerging customer expectations and needs that are driving today's consumer economy
  • A framework for segmenting your various customers and constituents, helping you to set priorities and build coalitions
  • A method for "breaking ties" when you cannot handle all customer demands at once
  • An approach for "managing expectations" to help your customers have realistic ideas of what you can deliver
  • Methods and tools to help your employees develop a greater customer focus
  • A workbook containing the 8 key customer focus issues most managers face, and methods for dealing with each; a description of key trends in customer service, and several tested tools.

Workshop Length:

This is a one-day workshop. For groups that want to leave with specific action plans, it is offered in 1- and 2-day lengths.

Cost for this workshop:

1 day: $3,000 plus expenses.

2 days: $6,000 plus expenses

This is the cost to put on the workshop for groups up to 30, at the client's location.

NOTE: Workshops are customized for each client, and are offered at a location and on a date suitable for the client.

Who Should Attend:

The workshop is targeted to senior managers and middle managers. It also works well for intact workgroups (supervisors and their direct-service staff).

To Contact Us:

Email us at russlinden@earthlink.net
You can also call: (434) 979-6421


Other Workshops Offered:

Developing a Learning Organization

The Art of Strategic Thinking and Acting

Five Leverage Points for Breakthrough Performance

The Human Side of Change

Seamless Government: What? Why? And How?

Collaborating Across Organizational Boundaries