Leading a Customer-Centric Culture
33mIntermediate2023-11-15
Authors
Jeff Toister
Author, Consultant, Trainer
Course details
What do great companies have in common? They have a customer-centric culture that makes employees obsessed with the customer experience. Discover how to get your team excited about customer service, with these practical tips from expert Jeff Toister. Jeff explains how to create a vision that gets everyone on the same page, engage employees, and be the customer service champion your company needs. The concepts apply whether you lead a small team, a department, or an entire organization.
Skills covered
Customer Service ManagementHR StrategyCustomer ServiceHuman ResourcesDeep Dive (X:Y)
Concepts
0. Introduction
- 01 - How to create a customer-centric culture
1. Customer Service Vision
- 02 - Characteristics of a customer-centric vision
- 03 - How to write a customer service vision
- 04 - How to engage your employees with the vision statement
2. Organizational Alignment
- 05 - How to align your business to a customer service vision
- 06 - How to set goals that build a customer-centric culture
- 07 - How to hire for culture fit to support the company vision
- 08 - How to train employees to achieve a customer-centric culture
- 09 - How to empower employees for customer-centricity
- 10 - How to be a customer-focused leader
Conclusion
- 11 - Continually build your customer-centric culture