Training

7 Principles of client orientation

Duration:2 daysProvider:Venue:AEB office, Moscow, Krasnoproletarskaya ul. 16 bld. 3, entrance 8 (4th floor), nearest metro station - NovoslobodskayaLanguage:RussianCoach:Andrey Ermilin
Andrey Ermilin Andrey Ermilin

Terms and Conditions

– The deadline for registration & payment is usually 5 days before the starting date of the course;
– Those who do not register and pay by the deadline will not be allowed to participate in the training;
– All payments are to be made by bank transfer;
– Once registration is closed, the fee is non-refundable.

Training objectives

Everybody knows what means to be “client oriented”, but what is a “client oriented” company? What are the principles of a customer-oriented company? What distinguishes a company with a high standard of service from an average organization? Is a customer oriented service culture in a company a competitive advantage nowadays? You will find the answers to all these questions in this training. The main objectives of the training are:

  • Become familiar with 7 principles of a client oriented company and benefits of an organization by creating a culture of customer service
  • Learn the basic tools of measurement of a customer loyalty – NPS and CSI
  • Analyze the extent of usage of these principles in the company
  • Learn about a model of effective implementation of changes in the company
  • Develop and elaborate a plan of a customer service culture implementation needed to create a customer oriented company
  • Create an action plan to implement changes in organization

Training program:

  • Theory – what is a customer oriented company: key terms and definitions, the evolution of the relationship with the client, the main areas of building company's competitiveness, service in Russia and the world, how to learn about company's customers satisfaction – NPS and CSI, NPS and CSI – the best "thermometer" of a customer orientated company
  • The theory of a change model: Rick Maurer’s model and the change curve
  • Facilitation: analysis and assessment of a current situation in the company with the customer service: participants in groups will assess the degree of implementation of 7 principles of a customer oriented company in their organization, analyze the factors that influence the current situation and think about possible steps to improve customer service in their company; they will create an Action plan to implement changes in the organization.

Practice:

Training will be carried out in an interactive way and supposes case-studies and practical exercises.

Certificate

All participants will receive a certificate of attendance.

In case of questions or concerns, please, contact:

Alla Hovhannissyan, AEB Training Programs Manager: ah@aebrus.ru

Tel: +7 (495) 234 27 64 (ext. 114)