Copyright © 2011  Innovative Resources Consultant Group. All rights reserved.
Objectives
  • Recognize the difference between being “company-centered” and “customer-centered”
  • Determination of your organization’s levels of customer value
  • Increase knowledge and understanding of your customers to become more customer-centered
  • Development of the skills that support positive customer relations

The Program
To survive in today’s business world,
we must value the customer and meet their needs,
rather than just answer their complaints
The Benefit
When your employees understand the true importance of customer, and develop a passion for responding to customer needs, you will have an effective edge over your competition.  By instilling the essential elements of “customer-centering” into “customer service,” your organization will better meet the needs of your market and potentially increase revenue.

In addition to this Customer-Centering program, Innovative Resources Consultant Group, Inc. offers customer focusing process consulting to assist you and your organization become truly customer oriented.

We help organizations
become:
  • Strategically Focused
  • Values-Based
  • Change Driven
  • Customer-Centered
  • Leadership Inspired

Our processes and programs:
  • Align Organizational Efforts
  • Enhance Communication
  • Promote Cooperation
  • Improve Performance
  • Accelerate Growth
To understand and encourage the development of a customer-centered environment, we utilize a variety of presentation methods and situational elements.

Participants . . . Individuals selected for this program may be from the same department or division, or a mix of individuals chosen to focus on improving customer perceptions.  The optimum group size is 20 to 40.

Location . . . This program can be conducted either at your place of business or at an off-site location.

Time Investment . . . Effective presentation of this program requires one to three days.  We recommend that the subject matter be divided into full-day segments conducted over a two to eight week period.

Content . . . Active in style, we simulate customer related situations based on actual case studies that result in thought-provoking discussions. We also conduct developmental exercises and break out groups.  Action plans are developed and “back-on-the-job” assignments are given to allow each participant to actually practice their new skills in the workplace.
Customer Centering
AN ORGANIZATIONAL CHANGE AND LEADERSHIP DEVELOPMENT FIRM