Seminar Customer Orientation as Leadership Task

- seminar for senior executives -

Customer orientation is a success criteria for each company. Leaders have grave influence on how their staff treat and behave towards the customer. This seminar aims at how to effectively influence customer oriented behavior of employees and how to practically shape a customer oriented enterprise.

Objectives

• Viewing the company, it´s products and servces from customers perspective
• Improving customer orientation of the company
• Instigate customer oriented behavior of staff

Content

• Understand the concept and basic assumptions of customer orientation
• The link between internal and external customer orientation
• Chain of effects to customer retention
• Customer-supplier relationship
• Differentiating customer demand and customer needs and it´s practical implications
• The 4 levels of customer orientation and the 4 principles to make it happen
• Customer orientation and Total Quality Management principles
• How leaders identify appropriate level of customer orientation
• Defining standards and guidelines for customer orientation
• How to implement philosophy and standards of customer orientation
• Typical hurdles on the way to become a customer oriented company and how to cope with them
• Identify criteria for customer orientation for one´s own business
• How to measure customer satisfaction — a down to earth approach
• Assessment of own organization´s customer orientation
• Define objectives and action plan for improvement

Methods: trainer input, individual and group work, assessments

Duration: 2 days

Participants: max. 12 senior managers