Gain insights into product vs. customer-focused strategies and apply a model to improve service delivery.
By participating in this course, you will gain a greater understanding of the difference between organizations that are product vs. customer focused, as well as the initiatives and accountabilities involved in developing and executing a customer focused strategy.
Through insight into your customers’ view of service, you will learn how to apply a three-step model that will enable you to continue to improve your organization’s day-to-day service delivery.
Throughout the webinar, you will be encouraged to develop a personal follow-through improvement plan for enhancing your customers’ degree of loyalty.
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Agenda
| The Ultimate Service Objective and Its Associated Challenges | |
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| A Customer-Focused, Strategic Approach to Conducting Business | |
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| Initiative #1 - Designing the Value and Experiences You Want to Provide Your Customers | |
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| Initiative #2 - Enhancing Your Relationships With Your Customers by Delivering Value and Positive Experiences | |
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| Initiative #3 - Continuing to Improve by Gaining a Deeper Understanding of Your Customers’ Expectations | |
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More Program Information
Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Credits
Live Webinar Registration
No credit available.
OnDemand Course
This course was last revised on April 29, 2014.
Call 1-866-352-9540 for further credit information.
Who should attend?
This live webinar is designed for customer service managers and representatives, account managers, sales representatives and managers, technical and support representatives, marketing, and public relations managers.
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Faculty
Pete Tosh
The Focus Group
- Founder of The Focus Group, a management consulting firm that assists organizations in sustaining their profitable growth through enhanced Customer Loyalty
- Frequently creates and facilitates leadership development programs for organizations such as: the American Management Association, the Georgia Employers’ Association, Community Bankers Association, etc.
- Co-wrote Leading Your Organization to the Next Level
- Clients include manufacturing and service organizations across the U.S., Canada, Caribbean, Europe and the Middle East such as Exxon, Brink’s, EMC, State Farm Insurance, Marriott, N.C.I., Cracker Barrel, Seagram and YKK
- Prior to founding The Focus Group, he had extensive experience at the plant, divisional, and corporate levels — in the Human Resource and Customer Satisfaction fields to include the V.P. of H.R. and Quality
- B.A. degree in psychology, Emory & Henry College; master’s Degrees in both business administration and industrial psychology, Virginia Commonwealth University
- Can be contacted at 478-746-6891 or [email protected]
Add to Wishlist
More Program Information
Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
All of your training, right here at Lorman.
Pay once and get a full year of unlimited training in any format, any time!
- OnDemand Courses
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- Executive Reports
- White Papers and Articles
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- State Specific Credit Tracker
- All-Access Pass Course Concierge
Questions? Call 877-296-2169 to speak with a real person.
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