CUSTOMER SERVICE

The Poisson Rouge CUSTOMER CENTRICTY workshop provides training in how to dramatically and measurably improve customer satisfaction, customer engagement and customer delight.

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Focus Areas

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• Who are your customers and what do they need from you?

• Why and how should you put the customer at the centre of your universe?

• Understanding your customers' needs

• Customer lifetime value

• Who are your internal, ‘front line’ customer centricity allies?

• The Cycle of Service – a powerful customer centricity methodology

• Disney – a case study

• Tools for action (The Effort - Impact Grid & The Accountability Ladder)

• What does success look like?

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Available Formats

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• This training is avialable in four formats:

• Virtual via webinar (duration 2-3 hours)

• Face to face (Half day / full day)

• Blended combination of both virtual and face to face

• "Workout" - This is a shorter 'toe dip' session in which we cover a few broad principals - duration 1 hour

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Who Should Participate? 

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Individuals, teams and organisations who want to improve and strengthen customer satisfaction. Include your customers in these sessions too!

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Participants Will 

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If you attend this customer centricity training you will

• Understand all the "thought points" and "touch points" of the customer service cycle

• Identify all customer experiences that are currently 'tragic; and identify swiftly how to make them 'magic'

• Leave with a methodology that is instantly implementable by you and your team directly (not by us).

• Be able to measure the impact of your training

• Enjoy the experience