Building A Winning Quality Service Strategy™

A Top Down Approach to Cus­tomer Ser­vice

Most senior exec­u­tive when asked, will agree that Qual­ity Ser­vice is an impor­tant ele­ment in busi­ness suc­cess. In the final analy­sis how­ever, it's not what the top tier of a com­pany says that mat­ters, but the actions they take which tell staff what is really impor­tant and valued within the organization.

"We found the pre­sen­ta­tion pro­vided by you to be of a high cal­iber, enter­tain­ing and thought-​provoking. You helped us move through a sig­nif­i­cant piece of work in a short period of time."

Kurt Teub­ner,
Regional Vice-​President
 AT&T

Build­ing A Win­ning Qual­ity Ser­vice Strat­egy is designed to facil­i­tate busi­ness owners and senior exec­u­tives in deep­en­ing their under­stand­ing of what it means to be a cus­tomer focused orga­ni­za­tion; to deter­mine how cus­tomer focused their orga­ni­za­tion is cur­rently and to plan strate­gies that will allow them to become more cus­tomer focused over the long term. Topics include:

• Assess­ing the long range cus­tomer cen­tric issues of the organization/department
• Under­stand­ing the pos­i­tive impact that a clear cus­tomer sat­is­fac­tion focus will have on team­work, pro­duc­tiv­ity and morale
• Devel­op­ing spe­cific strate­gies and tac­tics for insti­tut­ing a cul­ture of cus­tomer sat­is­fac­tion and loy­alty that is inte­grated with the cur­rent com­pany struc­ture and goals
• Rec­og­niz­ing the role of train­ing in the over­all process and under­stand­ing how to max­i­mize the impact of that training
• For­mu­lat­ing an over­all strate­gic direc­tion for ser­vice improve­ment includ­ing action items in five key areas for becom­ing a cus­tomer focused company

This pro­gram is avail­able in any of the fol­low­ing for­mats: half-​day live train­ing, one-​day live train­ing, keynote speech or Webinar.

For a detailed pro­gram descrip­tion, click here to down­load a pdf of the course agenda.