LEADERSHIP
building customer centric teams
program overview
A program designed for leaders to consider the importance of customer centricity in the context of their role and identify focus areas that support a sustainable customer culture.
Leaders will review their team's current customer performance, exchange coaching and feedback techniques and address overcoming change resistance amidst a service transformation.
key topics
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The role of customer centric leadership
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The importance of CX
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Assessing customer centric performance
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Building customer centric teams
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Leading with a CX lens
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Coaching and giving feedback for customer centric behaviour
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Building a CX development and performance plan
key learning outcomes
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I understand why customer centricity is important in my leadership role
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I understand how to assess my team’s CX performance
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I understand the areas that require my focus to build a customer centric team
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I understand how to address team member resistance to change amidst a service transformation
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I understand how to apply strategies to promote and sustain customer centric behaviours and address those that deviate from a customer centric culture
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I understand the importance of CX and how to plan for CX improvement
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I understand what I need to do differently to improve my customer centric LEADERSHIP
Half Day or Full Day
In Person or Online
Customisable
our full suite of programs
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what do participants say ...
"Great training Danielle, well done!”
“Facilitator very engaging and knowledgeable. Great use of examples.”
"The content was easy to understand and apply."
"Facilitator was very informative and clear"
"Danielle was very engaging.”
"I really appreciate the relevance of the program to my current role"
"Danielle was engaging"
"Easy to relate back to the real world"
“The way it was delivered - good leadership from Danielle.”
"Very clear / excellent delivery"
"Danielle was knowledgeable of our business"
"Danielle is great."