| Customer focused organizations develop a competitive
advantage when they meet and exceed their customers’ expectations (the definition of
service quality) These high performers focus their entire organization on improving the
quality of their service by focusing on their customers. ORGMETRICS
highly interactive sessions are designed to help your organization understand what service
quality is, how to develop it, and how to maintain it.
We offer three different programs, each tailored to a specific perspective within your
organization.
Executive Staff Session
This one-day session helps executive teams commit to service quality and build a
customer focus for their organization.
Session Outline
 | Introduction by senior manager |
| Overview of service quality |
| Past and present experiences with customers |
| Benefits from focusing on the customer |
| How focused are you (assessment) |
| Listening to your customers |
| Developing a service quality strategy that focuses on the customer |
| Commitment to action |
Leading the Focus Effort
This two-day session teaches managers and supervisors of customer contact people the
skills needed to improve customer focus in their work groups.
Session Outline
| Stepping up to the plate |
| Defining Service Quality |
| Getting in touch with customers |
| Building your team |
| Getting over rocks in the road |
| Leading the effort |
Creating the Focus Effort
This one-day session helps your frontline people develop and refine their customer
service skills. This includes the attitudes and perceptions needed to create positive
customer interactions.
Session Outline
| Service: what's in it for you? |
| The customer's point of view |
| Phase 1 - Receiving customers |
| Phase 2 - Understanding customers |
| Phase 3 - Helping customers |
| Phase 4 - Keeping customers |
| Phase 5 - Moments of truth |
For more information:
ORGMETRICS
291 McLeod St, Livermore, CA 94550
Tel: (925) 449-8300
FAX: (925) 449-0945
Internet:
Orgmetrics@orgmet.com |
