Benchmarking Partnerships
Benchmarking Partnerships

 

CUSTOMER CENTRICITY TRAINING- 2 Day in-house intensive workshop

Training to Implement CUSTOMER CENTRICITY
Delivered in-house at your organisation!

Date:

Can be mutually arranged to suit YOUR organisation

Venue:

At your organisation, min No of 5 participants to run the course. (or we can with your approval also invite external people to build up the numbers).

Time:

9am-5PM, Day 2 finishing at 4.30PM

Investment:

$1,490 inc GST for both days/person. Minimum 5 people. We come to you!

This includes A FREE copy of our extensive world wide compendium of Customer Centricity Best practices valued at $198 inc GST

What do you need to provide:

  • A suitable training room with sandwich lunch catering plus morning and afternoon teas.
  • Datashow projector/electronic whiteboard.
  • Printing of workshop manuals and handouts/ activities.

Presenters/facilitators:

This 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. We have also just completed a world wide search and compendium of Customer Centric Best Practices.

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?

 

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.

Why you want to participate:

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.
Outcomes:

At the end of the Training, participants will have a clear, customized 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 organizational 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
  • A FREE copy of our extensive world wide compendium of Customer Centricity Best practices valued at $198 inc GST
  • Simulated benchmarking against real topics/ projects that 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

One Page Partnership Agreements (SLAs)
Key Performance Indicators
Next Steps & Action Planning
Our Benchmarking Code of Conduct protects confidentiality & privacy

 
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 valued at $198 inc GST.

Coverage includes:

Simulation of a 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 followed by Informal Networking Dinner.
   
 
PROGRAM Day 2 Training to Implement Customer Centricity
9.00am

Review Day 1 and Planning for Day 2.
   
9.30am

Strategy/ Outcomes Mapping & Measurement.

Anton & Bruce will guide participants through strategy mapping for their own organisation to realise key customer centricity outcomes and useful measures.
   
10.45am Morning Coffee.
   
11.15am

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
  • Making it easy for customers to complain
  • What are the customers really telling us?
  • Feedback mechanisms – types of measures
  • Not just focusing on Customer satisfaction
  • Gaining buy-in for improvements
   
12.00pm
    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)       
   
3.10pm Afternoon Coffee.
   
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.
   
 
   

Registration Form

Training Course: Customer Centricity Training

Investment per person both days: $1,490 inc GST(min 5 people) (or we can with your approval also invite external people to build up the numbers). Additional credit card charges of 3% for Visa, Mastercard and Bankcard, and 5% for AMEX and Diners will be passed on to you.

Please fill out the form below to register for the Workshop, or, alternatively
FAX TO: Anton Benc:  (03) 5968 9762
Phone: 0409 145 033

 

Suggested Training Course Delivery (to be mutually agreed):

  In the next month or two
  In approx 3 months
  In 4 - 6 months
  Please contact me to discuss
Number of people participating:
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OPTIONAL -Please advise your key learning needs / workplace issues for this training course:

   
I need to pay by cheque, please contact me. Or please phone Anton Benc
on 61 409 145033

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  Please click the 'SUBMIT' below to confirm your registration
    

Cancellations must be received in writing. Full refund for 14 days prior to event. 50% refund for between 7-14 days prior. No refund for less than 7 days prior. * * Accommodation, travel, etc not included. Lunch, morning and afternoon teas included. Please notify us if you have specific dietary requirements.

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