F O C U S I N G O NF O C U S I N G O NC U S T O M E R S !C U S T O M E R S !

Effectively Managing Customer Relations Is Key To Effectively Managing Customer Relations Is Key To Your Success!Your Success!

OBJECTIVESOBJECTIVES$ Improve Your Knowledge Of:Improve Your Knowledge Of:

Who Your Customers AreWho Your Customers Are What Your Customer’s WantWhat Your Customer’s Want

$ Learn How To Build A Customer Focused Learn How To Build A Customer Focused Organization By:Organization By: Designing Customer-Related ProcessesDesigning Customer-Related Processes

$ Enhance Your Ability To Satisfy Your Enhance Your Ability To Satisfy Your Customers By:Customers By: Listening And Learning!Listening And Learning! Measuring Satisfaction And Linking It To ActionMeasuring Satisfaction And Linking It To Action

1/2-DAY COURSE1/2-DAY COURSE8:00 – 9:30 AM8:00 – 9:30 AMKnowing Your Customers And Knowing Your Customers And What They WantWhat They Want

ToolTool:: Stakeholder Analysis Stakeholder Analysis ExerciseExercise: Escalator Role Play: Escalator Role Play

9:30 – 11:00 AM9:30 – 11:00 AMBuilding A Customer focused Building A Customer focused OrganizationOrganization

ToolTool:: ISO 9000:2000 ISO 9000:2000 ExerciseExercise: Customer-Related : Customer-Related

Process DevelopmentProcess Development

11:00 – 12:00 PM11:00 – 12:00 PMSatisfying Your CustomersSatisfying Your Customers

ToolTool:: Baldridge Award Criteria Baldridge Award Criteria ExerciseExercise: Video Discussion: Video Discussion

FULL-DAY COURSEFULL-DAY COURSE8:00 – 10:00 AM8:00 – 10:00 AMKnowing Your Customers And Knowing Your Customers And What They WantWhat They Want

ToolTool:: Stakeholder Analysis Stakeholder Analysis ExerciseExercise: Escalator Role Play: Escalator Role Play

10:00 – 12:00 AM10:00 – 12:00 AMBuilding A Customer focused Building A Customer focused OrganizationOrganization

ToolTool:: ISO 9000:2000 ISO 9000:2000 ExerciseExercise: Customer-Related : Customer-Related

Process DevelopmentProcess Development

12:30 – 2:30 PM12:30 – 2:30 PMSatisfying Your CustomersSatisfying Your Customers

ToolTool:: Baldridge Award Criteria Baldridge Award Criteria ExerciseExercise: Video Discussion: Video Discussion

2:30 – 4:30 PM2:30 – 4:30 PMMeasuring Customer SatisfactionMeasuring Customer Satisfaction

ToolTool:: Customer Focus Customer Focus WorkshopsWorkshops

ExerciseExercise: Customer-Related : Customer-Related Metric DevelopmentMetric Development

WHO ARE YOUR WHO ARE YOUR CUSTOMERS?CUSTOMERS?

$ Define CustomerDefine Customer Someone Who Is Impacted By Someone Who Is Impacted By

Your Product Or ServiceYour Product Or Service May Be External or InternalMay Be External or Internal

$ What Are Your Products And What Are Your Products And Services?Services? Your Organization’sYour Organization’s Your PersonalYour Personal

$ Who Is Impacted By Them?Who Is Impacted By Them?

WHAT DO YOUR WHAT DO YOUR CUSTOMER’S WANT?CUSTOMER’S WANT?

$ Analyzing Customer NeedsAnalyzing Customer Needs Needs Vs. WantsNeeds Vs. Wants ExpectationsExpectations Managing Conflicting Managing Conflicting

NeedsNeeds Prioritization And Limited Prioritization And Limited

ResourcesResources

$ Linking Requirements To Linking Requirements To ProcessesProcesses

ToolTool

Stakeholder AnalysisStakeholder Analysis

ExerciseExercise

Escalator Role PlayEscalator Role Play

CUSTOMER-RELATED CUSTOMER-RELATED PROCESSESPROCESSES$ What Processes Do I Need?What Processes Do I Need?

Requirements DevelopmentRequirements Development Requirements ReviewRequirements Review Customer CommunicationsCustomer Communications

$ Process Performance MeasurementProcess Performance Measurement The Voice Of The Process (How Capable Are Your The Voice Of The Process (How Capable Are Your

Processes?)Processes?) Gap Analysis And Continuous ImprovementGap Analysis And Continuous Improvement

ToolTool

ISO 9000:2000ISO 9000:2000

ExerciseExercise

Customer-Related Customer-Related Process DevelopmentProcess Development

CUSTOMER RELATIONSCUSTOMER RELATIONS$ Understanding Key FactorsUnderstanding Key Factors

AcquisitionAcquisition SatisfactionSatisfaction Loyalty And RetentionLoyalty And Retention

$ Establishing A Customer-Centric CultureEstablishing A Customer-Centric Culture Acting Your Way Into A New Way OF ThinkingActing Your Way Into A New Way OF Thinking Assessing Culture And ClimateAssessing Culture And Climate

$ Developing Lasting RelationshipsDeveloping Lasting Relationships Forming Strategic Alliances And PartnershipsForming Strategic Alliances And Partnerships

LISTENING AND LEARNING!LISTENING AND LEARNING!$ What Are Your Key AccessWhat Are Your Key Access

Mechanisms?Mechanisms?

$ How Do You ManageHow Do You ManageCustomer:Customer: Complaints?Complaints? Praises?Praises? Inquiries?Inquiries?

$ Do You Follow-Up To Obtain Actionable Feedback?Do You Follow-Up To Obtain Actionable Feedback?ToolTool

Baldridge Award CriteriaBaldridge Award Criteria(Listening and Learning / Customer Satisfaction)(Listening and Learning / Customer Satisfaction)

ExerciseExercise

Video DiscussionVideo Discussion

MEASURING SATISFACTIONMEASURING SATISFACTION$ Are Your Customer’s Satisfied?Are Your Customer’s Satisfied?

$ Can You Quantify That Satisfaction?Can You Quantify That Satisfaction? So That You Can Make ComparisonsSo That You Can Make Comparisons So That You Can Establish TrendsSo That You Can Establish Trends So That You Know IF Your Improvement Efforts Are Paying So That You Know IF Your Improvement Efforts Are Paying

OffOff So That You Can make Informed DecisionsSo That You Can make Informed Decisions

ToolTool

Customer Focus WorkshopsCustomer Focus Workshops

ExerciseExercise

Customer-Related Metric Customer-Related Metric DevelopmentDevelopment

FOCUSING ON CUSTOMERS!FOCUSING ON CUSTOMERS!

ToolsTools

1.1. Stakeholder AnalysisStakeholder Analysis

2.2. ISO 9000:2000ISO 9000:2000

3.3. Baldridge Award CriteriaBaldridge Award Criteria

4.4. Customer Focus WorkshopsCustomer Focus Workshops

ExercisesExercises

1.1. Escalator Role PlayEscalator Role Play

2.2. Customer-Related Process Customer-Related Process DevelopmentDevelopment

3.3. Video DiscussionVideo Discussion

4.4. Customer-Related Metric Customer-Related Metric DevelopmentDevelopment

Effectively Managing Customer Relations Effectively Managing Customer Relations Is Key ToIs Key To

Y o u r S u c c e s s !Y o u r S u c c e s s !