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
- How are
other organizations keeping up with the customer demands for "better,
- 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?
includes case studies, short readings, lecture / discussions, small /
large group discussions, and vidoes.
You'll Leave With:
- An understanding
of the emerging customer expectations and needs that are driving today's
- 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
- An approach
for "managing expectations" to help your customers have realistic
ideas of what you can deliver
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.
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.
for this workshop:
day: $3,000 plus expenses.
days: $6,000 plus expenses
is the cost to put on the workshop for groups up to 30, at the
Workshops are customized for each client, and are offered at a location
and on a date suitable for the client.
is targeted to senior managers and middle managers. It also works well
for intact workgroups (supervisors and their direct-service staff).
You can also call: (434) 979-6421
a Learning Organization
The Art of Strategic
Thinking and Acting
Points for Breakthrough Performance
The Human Side
What? Why? And How?
Across Organizational Boundaries