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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

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