THE Ps OF CUSTOMER CENTRICITY: THE RECIPE TO A CUSTOMER-CENTRIC CULTURE
A Two-hour Corporate EnterTRAINment on How to Be Customer-Centric
Over the years, employees who are in the profession of providing customer service in person, via email, or over the telephone have thought that for as long as they perform what they are being paid to do and they provide the help the customers need, they are doing their job well.
That is not the case. Customer service employees who have succumbed to the process they have to go through every time they assist customers end up being procedural or transactional and losing that personal connection.
In other words, they have become process-focused or resolution-centric too much to a fault. While this is not wrong, since employees are also expected to be compliant and problem-solving, excessive focus on the issues, procedures, and solution has left people, who are expected to provide excellent customer service, to set aside the very same people for whom they do what they do – the customers and their feelings or emotions and the overall experience they have to go through.
Realizing, appreciating, learning, and applying the Ps of Customer Centricity put them back on track of the mission and value of placing customers at the core of all the efforts to exceed expectations.
By the end of this two-hour resource talk or speech, the target audience should have been able to:
- Understand how each P of Customer Centricity can be applied back to their work and make their customers much happier, more satisfied, and therefore, very contented.
- Love their job of providing world-class customer service more so their passion reflects in the kind of experience they put their customers in.
- Advocate for establishing a customer-centric culture and be agents of Customer Care in every sense of the word.
This #ENTERTRAINING learning session is best taken advantage of by the following:
- Rank-and-file and even first-level supervisors working in any industry providing customer service to its clientele.
TALKING POINT I: PURPOSE
It is all about putting the customers at the center of our product or service design, delivery and pricing. Our reason for serving should be to provide their needs, answer their questions, solve their problems, overcome their challenges, enhance their looks, and improve their marketability.
TALKING POINT II: PREPARATION
Before a product or service is created and even before it is marketed, advertised or sold, let us think first. We are better off putting ourselves in the customers’ shoes and anticipating what their questions, feedback, or criticisms are going to be.
TALKING POINT III: PRESENTATION
We do not need to use Adobe Photoshop or make our product or service look perfect on TV, on radio, or on print. It is not about modifying it. It is about how we present it.
TALKING POINT IV: PROFESSIONALISM
This talks about always putting our best foot forward when interacting with our customers.
TALKING POINT V: PROPENSITY TO SERVE
The best marketing or advertising strategy is how we, the front liners, and the management serve and take care of our employees. Karma is now digital and word-of-mouth marketing has found a new haven, that is – social media or internet marketing. Thus, with just a press of the record button of a cellphone or a camcorder, 600-800 words of a hate blog or a write-up, and with just a few shots from an actual camera or a cellphone camera, destroyed or gone is our brand of customer service.
TALKING POINT VI: POSITIVE PRIDE
The willingness to serve all stems from the positive pride that we, customer service employees, advertisers, and marketers, have towards ourselves, our company, our products, and our services.
TALKING POINT VII: PASSION
What differentiates companies like ours from numbers is the passion that can be seen from us and our actions and how great of an experience we provide to our customers.
TALKING POINT VIII: POSITIVITY
Making sure that our product or service and how it is marketed or sold does not only establish customer value but also contributes positive values.
THE ENTERTRAINMENT EXPERIENCE:
This learning opportunity is highlighted by the following ‘enterTRAINment’ features:
- Video Watching and Reflection
- Speaker-Audience Interaction
- Topics-based energizers and exercises
- EnterTrainment at its BEST!