Customer Service Strategy: Building a Customer Centric Organization
Sales & Marketing · 5 Days · Public · Al-Khobraa certified · From USD 3,900
Overview
Satisfying our customers is essential, whether they are internal or external customers. To do this we must focus all our activities on delighting our customers; that is becoming Customer-Centric. Organizations understand the values of becoming customer-centric, but the transformation is challenging.
Learning Objectives
Improve the customer experience within their organization
Help develop a customer-centric service culture
Develop, implement, train, and monitor brand experience behaviors
Challenge how customer centricity is delivered by existing strategy and how it drives superior performance
Develop a customer-focused mindset for continuous improvement
Produce a personal service improvement action plan
Who Should Attend
The training course is essential for all management, supervisory staff, and professionals who wish to understand this exciting subject and help to build a Customer-Centric Service Culture in their own organization. This course is suitable for a wide range of professionals but will greatly benefit:
Function and Department Heads
Supervisors
Customer Service Managers
Customer Service Team Leaders and Supervisors
Account Managers
Sales Managers
Marketing Professionals
Customer Service Professionals
Sales Account Managers
Sales Professionals
Course Outline
Day 1 — Understanding Your Customer Experience
Defining your current customer service culture
Measuring the level of customer centricity
Intuition is not acceptable. Decisions must be made using quantitative data
How does your organisation rate on customer centricity? Do your customers agree?
Day 2 — Reinventing Your Customer Experience
Primary and secondary motives for the new culture
Vision and Values – empty words?
Developing Brand Values and Behaviours that determine how you do business with your customers and how your employees are managed
The path to customer satisfaction, retention, advocacy and sustained revenue growth
Day 3 — The Building Blocks for a Customer-Centric Service Culture
Communication: Starting with vision and values
Communication consistency to build trust and passion
Share feedback – customers, suppliers and employees
Communicate how you are acting on feedback
Day 4 — Helping Your Employees to Deliver Superb Service
Identify employee competencies that directly reflect brand values
Getting the right people in place with the personality to match the desired culture
Redesign and conduct recruitment and induction programs that reflect the customer centric vision, values and strategies
Train, support, reinforce and discipline – soft skills, customer service expectations and core values
Day 5 — Actions for You and Your Team to Become More Customer-Centric
Drive a customer experience culture across your area of responsibility
Identify and implement significant changes in customer experiences
Empower everyone to be a customer service leader
Create customer advocates
Accreditation
Al-Khobraa certified. On completion delegates receive an Al-Khobraa certificate of achievement.
What do Al-Khobraa sales and marketing courses cover?
The portfolio covers digital marketing, search engine optimisation (SEO) and social media, brand and product management, marketing strategy and research, B2B and key account selling, sales management, and commercial negotiation — with practical exercises on delegates’ own markets.
Who should attend a sales and marketing course?
These courses suit sales representatives and account managers, sales and commercial managers, marketing officers and brand managers, digital and social media specialists, business development staff, and technical professionals moving into customer-facing roles.
How long are sales and marketing courses, and where are they held?
Most Al-Khobraa sales and marketing courses run over 5 days. The exact duration, dates and city for this course are listed in the dates section on this page. Public sessions run across Saudi Arabia — Riyadh, Jeddah, Al-Khobar, Jubail and Yanbu — as well as regional and international venues, with live virtual classrooms available on request.
What certificate will I receive?
Delegates who complete the course receive an Al-Khobraa certificate of completion, issued by a Saudi-registered training provider. Al-Khobraa also delivers internationally accredited programmes; where a course carries an external awarding body such as PMI, CIPS, ILM or IOSH, that body is named on the course's own page.
Can sales and marketing training be delivered in-house for our team?
Yes. Any Al-Khobraa sales and marketing course can be delivered in-house at your own premises anywhere in Saudi Arabia or the GCC, with the content, dates and language of delivery tailored to your team. Al-Khobraa is an approved HRDF (Hadaf) provider, so eligible Saudi employers can seek training support. Contact us for a quotation.