Benchmarking Partnerships
Benchmarking Partnerships

 

2 day in-house CUSTOMER CENTRICITY TRAINING

Training to Implement CUSTOMER CENTRICITY In House

Workshop Venue:

In house, at your organisation

Workshop Date & Time:

TBA In house and mutually agreed timing

Commercial Proposal:

See Below

Training Outline:

Overview of Customer Centricity

  • What it Is and What it is Not
  • Types of Customer Centricity

Why Focus on the External Customer?
Basic Principles of Customer Focus/Service

  • How to get started
  • Who are the Customers?
  • Defining Customer Centricity
  • Customer Centricity/Business Excellence
  • Understanding Customer Needs & Wants

Best Practices of Customer Centricity

  • Customer Centricity, what does a good practice organisation look like and critical characteristics?
  • Leadership direction and support to deliver quality internal and external customer outcomes
  • Creating and maintaining a customer serving mindset throughout the organisation
  • Listening, learning and understanding to focus on the customer
  • Building customer centricity into corporate and business planning
  • Performance management and measurement
  • Sustaining excellence
Getting Customer Feedback & Using It

  • Wanting and managing complaints
  • What are the customers really telling us?
  • Feedback mechanisms
  • Gaining buy-in for improvements

Tools and Templates for you to Use

  • Tools that work in best practice orgs
  • Templates for you to use

Customer Centricity Excellence Model

  • The best practices model
  • Assessing your strengths and gaps
  • Benchmarking to accelerate improvement
  • What are the customers really telling us?

One Page Partnership Agreements (SLAs)

Key Performance Indicators

Next Steps

Benchmarking Code of Conduct protects confidentiality & privacy

Learn How to Plan and Implement a focus for the entire business on the external customers. This course will be tailored to suit your specific needs.

Learn best practices in how to achieve customer centricity by optimising and aligning organisational resources, processes and structures (where internal customers support delivery to the external customers) to effectively meet the needs of the customer, while building mutually beneficial relationships.

  • Draw on our experience across 5,000 organisations in many countries to learn how to improve your Customer Centricity. Also drawing on our own detailed experience in working within and assisting Business Excellence Award winners such as NRMA Limited, BHP Billiton, South East Water etc.
  • You will save yourself from doing the extensive research and benchmarking that we have facilitated over two decades now and also involving our overseas partners like APQC in the USA, Asian Productivity Organisation across 20 Asian Countries including Singapore, Malaysia, the Philippines, Japan and Thailand, the Global Benchmarking Network (GBN) covering for example Europe, UK, Canada and the Middle East and the New Zealand Business Excellence Foundation (NZBEF) and some Pacific Islands where we have worked with multi nationals like Sheraton, Coca Cola etc
  • The best practices you will learn are drawn (“blind” of identity) from many organisations including NRMA, South East Water, University of Wollongong, BHP Billiton, HP, etc.
  • his course is co-facilitated by Bruce Searles and Anton Benc, the two Managing Partners and Co-Directors of Benchmarking Partnerships, bringing together their joint detailed experience from both the service and the manufacturing sectors.
Outcomes:

At the end of the Training, participants will have a clear, customised strategy, a supporting action plan, tools and templates to progress and implement Customer Centricity in your own organisation.

Your delegate will Know How to Plan, Organise and Implement Customer Centricity, including:

  • Understand what good practice Customer Centricity is and what it isn’t.
  • Create a Customer Centricity vision that is specially for your organisation
  • Identify why and how to focus the entire organisation on the external customers
  • A draft definition for their organisation
  • How to understand, communicate and manage customer needs and wants
  • Build customer centricity into core principles and values
  • Practices that enable sustainable customer centricity
  • How to build customer centricity into business planning and strategy map key outcomes and measures to sustain the vision and build organisational capability
  • Managing customer complaints
  • Types of customer feedback mechanisms
  • Gaining buy-in
  • Knowing Tools and Templates to use
  • Excellence Model for Customer Centricity
  • How to identify gaps and strengths
  • Partnership Agreements
  • Network ideas and harvest best practices
What's included:
  • Certificate of participation
  • Simulated benchmarking against real topics/ projects that you will be facilitated to prioritise for action planning
  • Practical adaptation into your workplace when you return
  • Interactive sharing with other participants in an action packed comprehensive training course
  • Harvesting BEST PRACTICES and 'Think-tank' discussion
  • 'Hands-on' learning.
  • A comprehensive activity and reference workbook manual  issued for all training delegates
  • Content experts – Anton Benc & Bruce Searles sharing real case studies, exercises across their vast experience(refer to CV’s on our website)
  • Delegate and content expert contact list provided
  • Share the lessons learned, and experience through benchmarking knowledge exchange
  • Competency feedback evaluation

Typical Program Day 1– Training to Implement Customer Centricity
9.00am Registration - arrival coffee / tea
   
9.10am Welcome, Introductions, Program, facilitating key issues for participants to focus the program on participant’s expectations
   
9.45am

Overview of Customer Centricity- Bruce Searles & Anton Benc, Managing Partners, Benchmarking Partnerships.

Bruce & Anton will lead participants through a shared understanding of Customer Centricity and ‘bringing to life’ principles, tools and case study examples:

  • What is Customer Centricity and what it is Not.
  • Why Focus on the External Customer?
  • Types of Customer Centricity
  • Best Practice Examples from our Global Networking
  • Benefits Realisation
   
10.45am Morning Coffee and Networking
   
11.10am

Best Practices of Customer Centricity

  • How to get started
  • Who are the customers?
  • Customer segmentation
  • Defining Customer Centricity
  • Develop Your Vision for Customer Centricity – workshopped
  • Customer Centricity related to Business Excellence and organisational Sustainability
  • How to Understand Customer Needs and Wants
   
1.00pm Lunch and Networking
   
2.00pm

Best Practices of Customer Centricity

Bruce and Anton will discuss the current best practices from recent international research across Australia, Asia, USA and NZ guide participants through a workshop which will identify ideas for adaptation to their own organisation. Participants will receive a complimentary copy of the Best Practice Compendium report.

Coverage includes:

simulated benchmarking project, based on participants real benchmarking needs, to ensure the learning, exercises, knowledge exchange and feedback is ‘value-creating’ for each organisation to take away and implement an effective benchmarking process in their workplaces.

Areas covered in include:

  • Customer Centricity, what does a good practice organisation look like and critical characteristics?
  • Leadership direction and support to deliver quality internal and external customer outcomes
  • Creating and maintaining a customer serving mindset throughout the organisation
  • Listening, learning and understanding to focus on the customer
  • Building customer centricity into corporate and business planning
  • Performance management and measurement
  • Sustaining excellence

This session includes afternoon tea.
   
5.00pm Close Day 1.
   
 
Program Day 2 – Training to Implement Customer Centricity
9.00am

Review Day 1 and Planning for Day 2.
   
9.30am

Getting Customer Feedback and Using It

Bruce and Anton will continue to guide participants through the training with a focus here on best practices gleaned from our benchmarking over the years on Customer Satisfaction Measurement and Complaints Management for both internal and external customers.

Areas covered in this stage include:

  • Wanting and managing complaints
  • What are the customers really telling us?
  • Feedback mechanisms – types of measures
  • Not just focusing on Customer satisfaction
  • Gaining buy-in for improvements
   
10.45am Morning Coffee.
   
11.15am Tools and Templates for You to Use

Anton and Bruce will share the various tools and templates you could adapt to enhance customer centricity and its deployment in your organisation. These tools and templates have been used practically in various organisations.
   
12.45pm Lunch and Networking.
   
1.45pm

Customer Centricity Excellence Model.

This is very much a workshopping session to assess the strengths and gaps according to a best practices model that will be discussed and shared. This session includes:

  • The best practices model
  • Assessing your strengths and gaps
  • Benchmarking to accelerate improvements
  • One-page Partnership Agreements
  • What are the customers really telling us?
  • Key Performance Indicators (KPIs)       
   
3.30pm

Action Planning.

This session includes feedback and further specific learning needs for each participant in their ‘Action Planning’, Issuing of Certificates of completion.

Next Steps – embarking on a benchmarking project.
   
4.30pm Close and transport co-ordination.
   
 
   
Commercial Proposal

Rates (in Australian Dollars) $450 plus GST per person per day - minimum investment is 4 people . This investment does not include tailoring or IP transfer for on-use within your organisation apart from use within your organisation only by course participants. Please contact us for a special discounted quote for a large number of people. A 25% security deposit will need to be paid upon agreement to proceed. Pre-agreed travel and accommodation for our facilitator/s will be invoiced at cost. Simply complete the expression of interest form below, and we will contact you to discuss your needs, thankyou.  

Conditions

Your organisation to provide the venue and catering including equipment like computer projector, electronic whiteboard, post it notes, flip charts and pens. Your organisation to print materials provided by us prior to the workshop in electronic form. Your organisation may decide to capture notes / outcomes from each day via a scribe.

We trust this meets your needs and we are happy to customise this proposal of mixing and matching the content across any of the 2 days further to suit specific requirements.

Registration of Interest

Training Course: Customer Centricity Training
Training workshop date: 2 days In House at a time to suit you

Please fill out the form below to register interest, or, alternatively
FAX TO: Anton Benc (03) 5968 9762 or Bruce Searles (02) 9482 4093
Phone Anton Benc: +61 409 145033 or Bruce Searles 0418 267 794

 

Please contact me to discuss a proposal tailored to our needs:

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