Customer Focused Management

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Customer Focused Management

Customer service is a continuum of human behaviors…shared with those we meet.

In today’s highly competitive business environment, every dynamic of a successful organization must be pointed toward ultimate customers. Customer-focused management goes beyond service and quality. No business cannot improve its customer orientation. Every organization has customers, clients, stakeholders, financiers, volunteers, supporters, or other categories of “affected constituencies.”

This programme focuses on what it takes to build the culture, the processes and the relationships that will lead to long-term growth and financial sustainability.

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  • View Schedule
  • COURSE TYPE Practitioner
  • DURATION 3 days


This program will explain the requirements to build a customer-focused culture within a department or organization, as well as the processes required to create economic sustainability and growth.

This unique expertly designed course will focus on how the delegate can deal with demanding customers, create and manage an effective team as well as learn different behavioral and leadership strategies used by top CEO’s and integrate them into their style.

This program teaches the responsibilities of customer service management, hiring, mentoring, training, team building as well as total quality assurance.


Upon completing the course, participants will be awarded Strategic Axis certificate endorsed by ICSA – International Customer Service Association.



Module 1: Creating a Customer-Focused Organisation

Vision and mission of a customer-focused organization

Case study: Benchmarking world-class customer service companies

The roles and responsibilities of a customer-focused manager

Breakout session: Are you a leader or manager?

The importance of presenting a professional business image

Breakout session: Customer service from the heart

Case study: Best practices – Xerox’ Five Pillars of Customer-focused Strategy

Mastering nonverbal communication

Module 2: Setting Customer Service Policies and Performance Standards

Dr. Deming’s Fourteen Points of Total Quality Management

Traditional manager versus TQM manager

Setting SMART objectives to improve customer satisfaction

Breakout session: Developing a call center checklist

Best practices: Methods of measuring and monitoring customer satisfaction

Empowering frontline employees to serve their customers better

Breakout session: Developing a customer service complaint checklist

Role-play exercise: Working with difficult or demanding customers

Module 3: Leading the Way to Superior Customer Service

Recruiting, interviewing and hiring quality personnel

Developing and implementing effective training

The importance of attitude and teamwork

Professional development and continuous improvement

Setting performance goals and expectations

Employee recognition and performance review

Empowering, motivating and retaining frontline personnel

  • In The Classroom

  • Live, Online

  • Private Team Training

  • Indiviual Private Session

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