The Best Professional Conferences, Workshops and Seminars

Beyond Customer Service: Building a Customer-Centric Organization


Becoming customer-centric is one of the most important aims of any organization. Customer centricity refers to a company's orientation to its customers' needs and behaviors rather than internal drivers, such as the quest for short-term profit. Customers have high expectations and demand quality customer service from companies they choose to do business with. Providing excellent customer service gives an organization a competitive advantage in the marketplace.

The customer-centricity workshop is the critical factor that keeps customers coming back. Successful organizations understand the importance of developing a customer-centric mindset and deliberately restructure their customer service model to increase customer satisfaction and brand loyalty.

Today, customers have an increasing range of choices: choice of supplier, choice of channel, choice of products and services. Their loyalty is determined by the quality of the experience they receive. Delegates will learn effective customer-centric strategies and best practices to provide world-class customer service excellence.

Understanding Customer-Centricity:

In this course segment, participants will engage in a customer-centricity workshop to reinforce theoretical knowledge with practical exercises, foster the development of customer-centric skills, and apply customer-centric training principles. Interactions within the customer-centricity workshop will focus on how to build a customer-centric culture within the participant's respective organizations.

Targeted Groups:

  • Head of Customer Service.
  • Customer Service Managers.
  • Customer Service Supervisors.
  • Customer Service Professionals.

Conference Objectives:

At this customer-centricity conference, the participants will be able to:

  • Establish the importance of setting and reviewing customer service standards.
  • Develop an understanding of internal and external customer expectations.
  • Communicate more effectively by utilizing active listening and questioning skills.
  • Demonstrate how to deal with complex or demanding customers professionally.
  • Set SMART objectives and goals to become more productive.
  • Utilize stress management techniques to increase job satisfaction.
  • Develop a strategy to build a more proactive, customer-centric organization.
  • Analyze and implement the best practices of world-class customer-centric organizations.
  • Utilize interpersonal skills as vital tools in the provision of customer service.
  • Measure and assess how well customer service standards and objectives are being achieved.
  • Enhance communication, persuasion, and conflict-resolution skills.

Targeted Competencies:

By the end of this customer-centricity conference, the target competencies will be able to:

  • Communication skills.
  • Leadership skills.
  • Technology tools.
  • Self-confidence.
  • Time management.
  • Understand your motivation to build strong customer relationships and develop a customer-centric organization.

Conference Content:

Unit 1: The Building Blocks of a Customer-Centric Organisation:

  • Define customer service excellence.
  • What do you want your customers to experience?
  • Practical exercise: Identify specific ways to use customer service to enhance customer loyalty and build employee morale.
  • Learn about five critical steps for implementing a customer-centric service model.
  • Serve your internal customers.
  • First impressions are vital - What do your customers see and hear?
  • Understand your customer's nonverbal communication.

Unit 2: Developing a Top-Down Customer-Centric Culture:

  • What do customers want from your organization and why?
  • Does the customer experience align with your organization's business goals and vision/mission statement?
  • What do your competitors do better or differently than you do?
  • Practical exercise: What are the most admired leadership traits?
  • Shape customer expectations - perception versus reality.
  • Case study: Examples of companies that provide world-class customer service.
  • Little things make a big difference - going the extra mile.
  • The four customer personality types.

Unit 3: Responding to The Voice of The Customer:

  • Understand the best and worst-rated companies for customer service.
  • Listen, act, and deliver on customer needs.
  • Re-evaluate and realign the customer experience in line with demand.
  • Create favorable customer service 'touchpoints' within your company.
  • Practical exercise: List how your organization creates positive 'touchpoints' to enhance the 'customer experience.'
  • Lead and motivate others to deliver superior service levels.
  • The customer loyalty chain.
  • Develop the processes that nurture customer brand loyalty.

Unit 4: Measuring and Monitoring Customer Satisfaction:

  • Why is measuring customer satisfaction important?
  • Why is it critical to encourage customer complaints and feedback?
  • Establish quality customer service satisfaction measuring and monitoring standards.
  • Use customer-centric diagnostic tools to evaluate trends, perceptions, and opportunities for performance improvement.
  • Understand best practices for recording and monitoring customer service issues.
  • Put in place processes to resolve customer dissatisfaction.
  • Learn about practical exercise: Customer service quality control checklist.
  • Understand strategies for working with complex and demanding customers.

Unit 5: Leading the Way to Customer Service Excellence:

  • Learn the importance of attitude, teamwork, and professional development.
  • Develop a customer-centric training program.
  • Learn how to set performance goals.
  • Understand contests and employee recognition programs.
  • Coach and mentor strategies.
  • Understand methods to empower and motivate customer service employees.
  • Action plan.

The Best Professional Conferences, Workshops and Seminars
Beyond Customer Service: Building a Customer-Centric Organization (C)


Mercury dynamic schedule is constantly reviewed and updated to ensure that every category is being addressed at least once a month, if not once every week. Please check the training courses listed below and if you do not find the subject you are interested in, email us or give us a call and we will do our best to assist.