workers-collab

Leadership Strategies to Build a Customer-Focused Team

Unleash the passion of loyal employees to increase the loyalty of customers

By FranklinCovey—now available through AMA To win the loyalty of your customers, first win the hearts of the people serving your customers. More than 70% of what makes a customer experience great is the behavior of frontline employees. If they are enthusiastic promoters of your organization, your customers are much more likely to be promoters too. It’s essential that employees feel like valued members of a winning team—and it takes the right leadership to inspire them to accomplish this. Attend this course to learn the principles and practices needed to win the loyalty of employees and their customers. By implementing a series of strategic huddles, you will discover how to model, teach and reinforce empathy, responsibility and generosity.

Seminar Number: 02608

  • In a Classroom
  • Your Company Location

Course Scheduling & Pricing

Who Should Attend

Leaders and managers who serve either external or internal customers and wish to increase customers' loyalty to the organization.

  •   Classroom2 Day(s)
    1.2 CEU
 
By FranklinCovey—now available through AMA

To win the loyalty of your customers, first win the hearts of the people serving your customers. More than 70% of what makes a customer experience great is the behavior of frontline employees. If they are enthusiastic promoters of your organization, your customers are much more likely to be promoters too. It’s essential that employees feel like valued members of a winning team—and it takes the right leadership to inspire them to accomplish this.

Attend this course to learn the principles and practices needed to win the loyalty of employees and their customers. By implementing a series of strategic huddles, you will discover how to model, teach and reinforce empathy, responsibility and generosity.
  • Learn how to build employee loyalty first, and then customer loyalty
  • Align the customer experience with customer expectations
  • Understand how to model, teach and reinforce the behaviors to earn loyalty
  • Adopt a deliberate, consistent process towards customer service
  • Execute strategies to discover your customers' underlying needs or goals
Leading Loyalty
  • Identifying and assessing the impact of three kinds of customers and employees
  • Following the Loyalty Huddle agenda
  • Teaching loyalty discussion guidelines
  • Explaining the Leading Loyalty Model for earning loyalty consistently
  • Assessing and improving upon personal application of loyalty principles and practice

Empathy

  • Modeling, teaching and reinforcing the principles of empathy
  • Identifying and shifting apathetic thinking to empathic thinking

Making a Human Connection

  • Modeling, teaching and reinforcing the principles of making a human connection
  • Make a genuine human connection with everyone – customers and co-workers

Listening to Learn

  • Defining the impact of patient, attentive listening on customers and employees
  • Modeling and teaching the practice of listening to learn
  • Improving listening skills

Responsibility

  • Describing the connection between responsibility and ownership of the customer/employee issue
  • Identifying and helping shift indifference in themselves and others
  • Modeling and teaching the principle of responsibility

Discovering the Real Job to Be Done

  • Describing what it means to discover the real job to be done
  • Developing a discovery mindset around customer needs
  • Teaching and modeling how to discover the real job to be done

Following up to Strengthen the Relationship

  • Strengthening relationships with customers and employees through effective follow-up
  • Teaching and modeling the guidelines for following up
  • Conducting effective follow-up conversations

Generosity

  • Identifying and overcoming scarcity thinking in themselves and others
  • Modeling and teaching the principle of generosity

Sharing Insights Openly

  • Recognizing the importance of sharing insights that help everyone learn and improve
  • Following a process for sharing insights that increases loyalty
  • Modeling and teaching others how to share insights openly

American Management Association (AMA) is accredited by the International Association for Continuing Education and Training (IACET). AMA complies with the ANSI/IACET Standard, which is recognized internationally as a standard of excellence in instructional practices. As a result of this accreditation, AMA is authorized to issue the IACET CEU.

Classroom Schedule

7 Sessions Available

  • $2,345.00 Non Members
  • $2,095.00 AMA Members
  • $1,984.00 GSA
Date Duration State City Zip
  2019-05-30 2019-05-31 May 30, 2019 - May 31, 2019 2 Days GA Atlanta 30309-7705 Atlanta Register Now

  2019-06-20 2019-06-21 Jun 20, 2019 - Jun 21, 2019 2 Days CA San Francisco 94103-3156 San Francisco Register Now

  2019-07-22 2019-07-23 Jul 22, 2019 - Jul 23, 2019 2 Days IL Chicago 60601 Chicago Register Now

  2019-08-12 2019-08-13 Aug 12, 2019 - Aug 13, 2019 2 Days NY New York 10019 New York Register Now

  2019-10-28 2019-10-29 Oct 28, 2019 - Oct 29, 2019 2 Days DC Arlington/Washington 22202-4807 Arlington/Washington Register Now

  2019-11-11 2019-11-12 Nov 11, 2019 - Nov 12, 2019 2 Days GA Atlanta 30309-7705 Atlanta Register Now

  2019-12-09 2019-12-10 Dec 9, 2019 - Dec 10, 2019 2 Days IL Chicago 60601 Chicago Register Now

2345.00 $
Close