Building a Customer-Centric Organization

Course Introduction 

As organizations grow and expand their product and service portfolios, it becomes even more important to focus on customer needs and create an entire ecosystem around it. Joe Ilvento, chief learning officer and director of talent development at CommVault, shares his thoughts and strategies to ensure customer focus stays intact and is at the center of all business activity.

In this course, Ilvento gives an overview of key actions customer service professionals should take to provide superior service. He talks about the importance of excellent customer service as a way to retain customers and differentiate one’s company from competitors, especially in a B2B scenario. He discusses why superior customer service starts with listening to customers and how the customer service department can determine whether a company is successful or not. Ilvento talks about strategies for obtaining and keeping customer loyalty and trust in the service environment, how individuals involved in customer service can use their listening and evaluation skills to provide a rapid response to customer queries, and the best way to instill trust in customers ensuring they view you as a trusted partner.

Who Should Attend 

• Customer Service Professionals
• Marketing Professionals
• Advertising Professionals
• Senior Management
• Business Heads
• Entrepreneurs

Course Methodology 

This self-paced e-learning course is based on an exclusive interview with Joe Ilvento, chief learning officer and director of talent development at CommVault.

Learning Objectives 

• Secrets of superior customer service
• Differentiating from competition
• Maintaining a strong ethical relationship with customers 
• The gratuity in advance concept
• Customer touch points, and data and metrics
• Organizations that successfully under promise and over deliver

Course Modules 

• Customer Relationship Management
  • Top Three Secrets To Superior Customer Service
  • Differentiate Your Business From The Competition
  • Instill Trust And Credibility
  • Maintaining A Strong Ethical Relationship With Customers
  • The Concept Of “Gratuity In Advance”
• Identifying Customers Needs
  • Using Data Analytics In Customer Service
  • Case Study
• Under Promise, Over Deliver
  • Adding Value
  • Case Study