Developing a Customer Focus

• Customers are Everyone’s Responsibility
• The power of a team approach -working together to deal with different customer types - Belbin Interplace
• The lifetime value of a customer
• Customer life-cycles and customer expectations
• Embracing the customer focussed approach and raising the level of customer service
• Customer service is everyone’s responsibility, regardless of position or function
• Teamwork and team ownership to support customer needs
• Internal customer service
• Creating a positive working environment

• Communication Skills
• Setting customer expectations
• Projective listening
• Communicating positively – even when saying ‘NO’
• Assertiveness skills
• Managing difficult situations and conflict amongst the team
• Dealing with customer complaints
• Preparing customer-sensitive written communication
• Transactional Analysis
• Transactional Analysis (TA) – recognising behavioural modes in ourselves and others; building self confidence
• Developing TA skills to manage transactions with customers and colleagues of all types and in all situations
• Using Transactional Analysis (TA) to diffuse anger and resolve problems

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Righttrack programmes are energetic, exciting and highly participative, which create an impact and motivate participants to learn and embrace change

We utilise a blend of learning methods: practice sessions, group workshops, scenario-driven learning, assignments, self managed learning, shared group learning, accelerated learning and structured group learning