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Customer Centricity is often confused with customer friendly. In the last few years Organizations have consistently moved focus from Customer Service to being Customer Friendly to Customer Experience and now Customer Centricity. Undoubtedly, all these terms are deeply  connected, however,  today Organization realize that to be successful it is  critical to fully embrace the entire concept of ‘Customer Centricity’.

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Design the Experience

Understanding your Customer

Customer Focused Leadership

Customer Centricity

Feedback drives Continuous Improvement

Metrics

that Matter

Empower the Front Line

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Customer centricity  is putting the customer first and at the center of everything that an Organization designs, plans  and executes. Today being  a Customer Centric  Organization is no longer a luxury or an advantage, but a necessity for success.

Skilhance Customer Centricity Training  aims  at training employees to create a Customer Centric approach at  every level of functioning and drive a culture of Customer Centricity. 

 Skilhance Customer Centricity Training broadly covers: 

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  • Being aware of Customer Demandments

  • The Customer Service Wheel & Customer experience Lifecycle

  • Understanding the Concept of Customer Centricity

  • Different Models to interface with Customers

  • Impactful Customer Communication

  • Dealing with  different  Customer Styles effectively

  • Taming Customer  tempers and  disappointments

  • Building  trust  beyond sales with Customers

  • Proactivity and doing more pays

  • Focus on Customer feedback

  • Tools and approaches to build  a Customer Centric environment and culture

  • Case Studies to map understanding and implement learnings

 Training Undertaken 

  1. Customer Centricitity for Godrej Interio-  Pan India covering all five zones - Mumbai, Delhi, Bangalore, Hyderabad, Calcutta

  2. Customer Communication - Sasken, Vanderlande , Precison Camshafts

  3. Customer Centricity - Minda Stone Ridge

  4. Customer Centricity – Mahindra and Mahindra, Sarla Technologies

  5. Customer First-  Varrock Engineering, Godrej Properties,  Godrej and Boyce

 Training Methodology 

# Quiz/ Questionnaires

# Trainer Led Discussion

# Case Studies

# Written Exercises

# Demonstrations

# Role Plays

# Simulations

# Activities

# Videos

 Training Program Duration 

  1. Half Day Training (4 hrs)

  2. One Day Training (8 hrs)

  3. Two Day Training (16 hrs)

 Each Training is tailor made and completely customized to meet the  Client’s Objectives

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