Course information

Building a Customer-Centric Service Culture Training Course Outline

Module 1: Introduction to Customer-Centric Service Culture

  • What is Customer-Centricity?
  • Importance of a Customer-Centric Approach
  • Impact of Service Culture on Customer Loyalty
  • Common Challenges in Achieving Customer-Centricity
  • Aligning Service Culture with Organisational Goals

Module 2: Defining Your Customer Persona

  • Creating Customer Personas and Profiles
  • Gathering Customer Data and Insights
  • Identifying Customer Pain Points and Needs
  • Segmenting Your Customer Base
  • Mapping the Customer Journey

Module 3: Leadership and Employee Engagement

  • Leadership's Role in Creating a Customer-Centric Culture
  • Employee Buy-In and Engagement
  • Aligning Employee Goals with Customer Success
  • Recognition and Rewards for Customer-Centric Behaviour

Module 4: Empowering Employees to Serve Customers

  • Providing Adequate Training and Development
  • Encouraging Employee Autonomy
  • Empowerment Vs Micromanagement
  • Equipping Employees with the Right Tools and Resources
  • Creating a Safe Environment for Experimentation

Module 5: Communication and Feedback

  • Open and Transparent Communication Channels
  • Gathering and Acting on Customer Feedback
  • Employee Feedback and Suggestions
  • Continuous Improvement Through Feedback Loops
  • Integrating Feedback into Decision-Making

Module 6: Customer-Centric Processes and Systems

  • Aligning Processes with Customer Needs
  • Streamlining Customer Touchpoints
  • Implementing Customer-Centric Technologies
  • Measuring Process Efficiency and Customer Satisfaction
  • Cross-Functional Collaboration for Process Improvement

Module 7: Measuring and Monitoring Customer-Centricity

  • Key Performance Indicators (KPIs) for Customer-Centricity
  • Customer Satisfaction (CSAT) and Net Promoter Score (NPS)
  • Analysing Customer Churn and Retention Rates
  • Real-Time Dashboards and Reporting
  • Benchmarking Against Industry Standards

Module 8: Sustaining a Customer-Centric Culture

  • Embedding Customer-Centric Values in Organisational DNA
  • Encouraging Innovation and Adaptation
  • Celebrating Customer Success Stories
  • Addressing Resistance to Change
  • Staying Ahead of Evolving Customer Expectations

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Who should attend this Building a Customer-Centric Service Culture Training Course?

The Building a Customer-Centric Service Culture Training Course is tailored for professionals across industries who are dedicated to creating exceptional customer experiences and fostering a customer-centric mindset within their organisations. This training is ideal for a diverse range of professionals, including:

  • Customer Service Managers
  • Frontline Customer Service Representatives
  • Sales and Marketing Professionals
  • Business Owners and Entrepreneurs
  • Retail Managers
  • Hospitality Managers
  • Call Center Managers
  • Client Relationship Managers

Prerequisites of the Building a Customer-Centric Service Culture Training Course

There are no formal prerequisites required for the Building a Customer-Centric Service Culture Course.

Building a Customer-Centric Service Culture Training Course Overview

The Building a Customer-Centric Service Culture Training, a 1-day Leadership Course, is a pivotal course designed to instill professionals with the knowledge and skills required to foster a customer-centric service culture within their organisations. In a business landscape where customer loyalty and satisfaction are paramount, this course addresses the critical need to create a positive and personalised customer experience.

In today's competitive business environment, the importance of mastering the art of a customer-centric approach cannot be overstated. Professionals across various domains, including executives, managers, and entrepreneurs, should aspire to excel in this subject. A customer-centric culture enables businesses to meet customer expectations, drive loyalty, and spur business growth.

The Knowledge Academy's 1-day training equips delegates with the comprehensive understanding and tools necessary to cultivate a customer-centric service culture. This course covers a wide range of topics, including the challenges and benefits of becoming a customer-centric organisation, the business case for a customer-centric culture, and the practical steps for implementation.

Course Objectives

  • To provide delegates with an in-depth understanding of the principles and importance of a customer-centric service culture
  • To equip delegates with the knowledge and skills required to build a customer-centric culture within their organisations
  • To address the challenges associated with becoming a customer-centric organisation and strategies for overcoming them
  • To highlight the benefits of a customer-centric approach, including enhanced customer loyalty and business growth
  • To explore the differences between relational and transactional service models and their impact on customer satisfaction
  • To guide delegates in the practical steps and tools for implementing a customer-centric approach within their organisations

Upon completion of this course, delegates will possess the knowledge and skills needed to transform their organisations into customer-centric entities. They will be better prepared to anticipate and meet customer needs, drive brand loyalty, and enhance business growth, ultimately opening new career opportunities and adding significant value to their professional profiles.

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What’s Included in this Building a Customer-Centric Service Culture Training Course?

  • World-Class Training Sessions from Experienced Instructors
  • Building A Customer-Centric Service Culture Certificate
  • Digital Delegate Pack

Why choose us

Our Mississauga venue

Includes..

Free Wi-Fi

To make sure you’re always connected we offer completely free and easy to access wi-fi.

Air conditioned

To keep you comfortable during your course we offer a fully air conditioned environment.

Full IT support

IT support is on hand to sort out any unforseen issues that may arise.

Video equipment

This location has full video conferencing equipment.

Mississauga is the sixth largest city in Canada. It is in the south of the province of Ontario in the region of peel. The city is estimated to have a population of around 715,000 people. The rapid growth of this city is attributed to its proximity to Toronto. It was originally built as suburb of Toronto. Education in Canada is mostly free and publicly funded. It is overseen by the federal, provincial and local governments, with the education within provincial jurisdiction and the curriculum overseen by the province. Education is compulsory in most provinces up to the age of 16. Mississauga is served by the Peel District School Board, which operates the secular English speaking public schools. There is also a school board that runs the local catholic schools and a board that runs the French speaking schools in the area, one for the secular French schools and one for the catholic French schools. There are a number of schools in the area that offer specialised programs. These include the French immersion schools such as Clarkson Secondary School and Streetsville Secondary School. There are three schools in the areas that off a Regional Arts Program and two that offer a specialist sci-tech program for students who are gifted in these areas. There is also two schools that offer support for those studying for the international baccalaureate plus numerous other programs. Canada’s higher has a very good reputation. However there is no formal ranking system and students will often choose colleges and universities bases on geographic convenience and the reputation of a particular course. Mississauga is home to one of the three campuses run by the University of Toronto. This university is ranked as the 34th best university in the world and is the second highest ranked Canadian university in the rankings. The campus was established in 1967 and is the universities second largest division. It is home to 12,000 students. They have 15 academic departments and pupils can choose from 148 programs to participate in from 89 areas of study. Students can study both undergraduate and graduate programs on this campus. This campus also has an excellent research environment that has helped the staff and researchers become internationally recognised for their work. The university includes Institutes for Management and Innovation, and Communication, Culture, Information and Technology.

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Address

Robert Speck 2
2 Robert Speck Parkway
Suite 750
Mississauga
Ontario
L4Z 1H8

T: +1 6474932992

Ways to take this course

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led Leadership Training | Building A Customer-Centric Service Culture Training in Mississauga. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.

Unlock your potential with The Knowledge Academy's Leadership Training | Building A Customer-Centric Service Culture Training in Mississauga, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.

Streamline large-scale training requirements with The Knowledge Academy's In-house/Onsite at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.

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Tailored learning experience

Leverage benefits offered from a certification that fits your unique business or project needs

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Cut unnecessary costs and focus your entire budget on what really matters, the training.

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Team building opportunity

Our offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings

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Monitor employees progress

The course know-how will help you track and evaluate your employees' progression and performance with relative ease

What our customers are saying

Leadership Training | Building A Customer-Centric Service Culture Training in Mississauga FAQs

Customer-Centric is also known as client-centric. It is a business strategy that focuses on creating a positive customer experience, increasing brand image, and building long-term relationships.
In this Building a Customer-Centric Service Culture training course, there are no formal prerequisites.
This Building a Customer-Centric Service Culture training course provided by The Knowledge Academy is ideal for anyone who wants to implement Customer-Centric Service Culture in their organisation. However, it is more advantageous for: • Supervisors • Marketing Professionals • Customer Service Managers • Sales Professionals • Customer Support/Care Executives
Being customer-centric helps individuals to increases customer satisfaction in the long run, create a unique customer experience and relationship, easily recognise growth opportunities, boost product image in the market.
Invest in customer service, get everyone in the company involved in support, actively solicit customer feedback, Sweat the small stuff, treat your company culture as an asset, structure your business to enable customer centricity are the six proven strategies for building a customer-centric company.
This course is [ 1 ] day(s)
The aim of Building a Customer-Centric Service Culture is to create a positive experience for your customers through the best product and service. It also helps to build business product image, loyalty and improve business growth.
During this training, you will learn various concepts such as introduction to building a customer-centric service culture, the difference between customer service and customer-centricity, customer-centric culture building blocks, the business case for a customer-centric culture, secure executive support, and many other concepts that will help you to build a customer-centric company/organisation.
The training fees for Building a Customer-Centric Service Culture Trainingin Mississauga starts from CAD1695
The Knowledge Academy is the Leading global training provider for Building a Customer-Centric Service Culture Training.
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Many delivery methods

Flexible delivery methods are available depending on your learning style.

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High quality resources

Resources are included for a comprehensive learning experience.

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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

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