The Customer^®

The Customer^® is a comprehensive process designed to help people understand what it means to be customer-focused. Participants focus on the skills, attitudes, and automatic behaviors that must be developed to reach a common goal of becoming a customer-focused organization.

Key program components include:

Easily remembered Customer Satisfaction System™
Simple Behavior Styles® language
Eight-week structured follow-up course
Ongoing managers' coaching
Monthly reinforcements
Advanced Skill Builder sessions
Blended, online learning delivery alternative

Congruence of Knowledge, Skills, and Values

Exceptional customer service requires more than knowledge. It also involves attitudes, values, and beliefs. The Customer^® Program helps people evaluate their actions and behavior, and identify the gaps – or incongruence – that cause conflict, stress, poor performance, and/or stifled productivity. When each of these dimensions are in congruence, achievement drive is released and new levels of loyalty, synergy, and self-satisfaction result.

Congruence of Knowledge, Skills, and Values

Customer Satisfaction System™

One of the most powerful components of The Customer^® is the Customer Satisfaction System™. The easily remembered system is made up of six steps:

Greet …
people to put them at ease.

Value …
individuals as unique and important.

Ask …
good, open-ended questions.

Listen …
to what people say through their words, tone and body language.

Help…
meet the needs and wants you've heard expressed.

Invite …
them to continue the relationship or call on you again.

What Will You Learn?

In addition to the Customer Satisfaction System™ and the Behavior Styles® language, all participants learn:

how their job impacts customer satisfaction and loyalty,
a four-step Problem Solving Formula,
the critical impact of attitudes and work ethics,
the power of team synergy when internal customers are valued,
how to build positive self-beliefs and appreciation for the uniqueness of others.