1. What is a customer?
2. What is Customer Centrism?
3. Characteristics of a Customer-Centric organisation
4. Why should we become Customer Centric in your organisation?
5. Customer Centric Imperatives
6. Customer Centric Model
   • Know your customer
   • Align your resources
   • Listen and respond
7. Taking your business to the next level
8. Customer Centric DNA
   • Enterprise roadmap
   • Trustworthy data
   • Root cause analysis
   • Action and accountability
   • Innovation and transformation
9. Customer Centric retailing
   • Defining the battlefield
   • Customer focused propositions
   • Efficient channel mix
   • In-store excellence
   • Fit for purpose supply chain
   • Lean overheads

10. Customer Centric servicing

• Provide channels to access customer service in the most appropriate manner.
• Meet customer requirements as they are changing.
• Define chain of command for customers to escalate.
• Provide techniques and frameworks to be flexible and solve problems: TRAINING.
• Provide incentive structure to go above and beyond baseline.
• Structure organization to enable self-managed team.
• Ensure employees are customers to create community of users outside of company.
• Learn best practices from superlative agents and propagate/train/share with organization.
• Provide training to be embedded in culture and behavior.

Duration: 2 days
Fee: R1750.00 per person

• We can create custom packages for individuals depending on your budget.
• Fee structure is different for groups/companies.

3 Easy Steps: 
1. Inquire – Click on the “Inquire about the course” button below.
2. Receive – Send us an email with any questions you have about the course.
3. Enroll – We’ll get back to you shortly with all the necessary enrollment forms and details about the course.

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