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Customer centricity: the customer at the centre of the business

Exceed expectations and secure loyal customers with excellent customer service.

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Our courses are financed through the applying to a bursary system in social security quotas. This is 100% reimbursable training. In other words, it’s free. Find out more from your HR dept.

  • What are the educational goals of the training course? 

    This course of the Sales Management category aims to:

    • Raise awareness about the need to focus all of our attention to meeting the customers’ needs and doing better than their expectations, providing keys for boosting skills and attitude to make customer more loyal.
    • Reflect on the practical application of behaviour related to success regarding the skill in daily life.

    Who is this course intended for?

    The course can be taken by any professional who wants to please their clients and pleasantly surprise them, making them loyal thanks to service and interaction that differentiates them from the competition. It is aimed at people who work in managing and dealing with (external) customers, but also those who provide services to other departments (internal customer). It is also recommendable for anyone who wants to find out about the essential aspects of being customer oriented to expand their knowledge regarding this skill.

    What professional competences will you develop during the course?

    Achieving customer satisfaction and faithful customers mean using a series of skills and behaviours geared towards finding out their needs so as to fully meet their expectations and even for your response to go beyond them.
    In this course you will learn to:

    • Identify your customers’ real needs.
    • Transform customer needs into specific requirements.
    • Provide value to go beyond their expectations.
    • Open up communications channels with your customers to have a solid, fluid and stable relationship.
    • Promote excellent treatment for the customer not just in how you act but with your whole teams.

    Who are the experts accompanying you on the training course?

    Luis Huete - GURU

    Lecturer at the IESE Business School, collaborator of the Service Research Interest Group at the Harvard Business School and a visiting lecturer at over 20 universities around the world. Member of Top Ten Management Spain, he is a global reference point on matters of Customer Service and Management. Author of various books on both subjects such as "Servicios y Beneficios", "Claves del Management" or "Construye tu sueño", among others.

    “We should put customer interests above our own and connect with our hearts and brains.”

    How can you enjoy this content?

    Self-Development Course

    Info: Complete course in multimedia format, which combines theoretical concepts, approved by the most prestigious authors, the most effective techniques and methodologies and interactive resources with a huge pedagogical impact for learning about the skills, its benefits and key behaviour.
    Duration: 6 hours
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  • 1. INTRODUCTION

    • Luis Huete explains the keys for being customer oriented.
    • Making students aware of the reasons why it is important to develop this skill.

     

    2. DEFINITION OF THE SKILL

    • Introduction.
    • Types of customer according to loyalty and retention criteria.
    • Consequences of not being customer oriented.
    • Level of customer loyalty according to satisfaction.
    • The advantages of being customer oriented.
    • Advice about being customer oriented according to John Tscholhl.
    • Why does being customer oriented have such big impact?
    • Key skills for being more customer oriented.
    • Remember that... Summary of key ideas.

     

    3. IDENTIFYING CUSTOMER NEEDS

    • Introduction to the skill.
    • Advantages of identifying customer needs.
    • Features of customer needs.
    • Methods for detecting needs.
    • Levels of access to customer information.
      • Experience.
      • Priority.
      • Emotions.
      • Beliefs.
    • Keys for investigating needs according to B-Talent.
    • Self-evaluation of knowledge.
    • Remember that... Summary of key ideas.

     

    4. TRANSFORM NEEDS INTO REQUIREMENTS

    • Introduction to the skill.
    • Advantages of transforming needs into requirements.
    • Types of customers regarding information.
      • Disjointed.
      • Reserved.
      • Direct.
      • Silent.
    • Aim: extract the key idea.
    • Step-by-step technique for transforming needs into requirements.
    • Key behaviour according to B-Talent.
    • Self-evaluation of knowledge.
    • Remember that... Summary of key ideas.

     

    5. PROVIDE VALUE TO GO BEYOND THEIR EXPECTATIONS

    • Introduction to the skill.
    • Customer satisfaction form.
    • Advantages of providing value.
    • From customers to fans.
    • Responses from the customers according to satisfaction.
    • Keys for making customers think that we are providing something different.
      • Personalisation.
      • Anticipation.
      • Information.
      • Follow-ups.
      • Friendliness.
      • Speed.
    • Key behaviour according to B-Talent.
    • Self-evaluation of knowledge.
    • Remember that... Summary of key ideas.

     

    6. OPENING COMMUNICATIONS CHANNELS WITH THE CUSTOMERS

    • Introduction to the skill.
    • Features of Customer 2.0.
    • Advantages of opening communications channels.
    • Customer oriented relationship strategies.
    • How to open communications channels.
      • Informal communication.
      • Permission marketing.
      • Post-sales service.
    • Key behaviour according to B-Talent.
    • Self-evaluation of knowledge.
    • Remember that... Summary of key ideas.

     

    7. PROMOTING EXCELLENT CUSTOMER TREATMENT

    • Introduction to the skill.
    • Expert views on being customer oriented
    • Possibilities for providing customer service.
      • Limited.
      • Service based.
      • Excellent.
    • Advantages of giving good service.
    • How to give good service.
      • Friendliness.
      • Language.
      • Professionalism.
      • Collaboration.
      • Speed.
      • Interest.
      • Fulfilling promise.
      • Being excellence oriented.
    • Behaviour to avoid in order to give excellent service.
    • Self-evaluation of knowledge.
    • Remember that... Summary of key ideas.

     

    8. CONCLUSIONS

    • The ten commandments of good practice.
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