Customer Orientation
Introduction
The "Customer Orientation: The Customer-Centric Middle Manager" training is designed to equip middle managers with the skills and mindset needed to foster a customer-focused culture. Delivered in both English and Kinyarwanda, this interactive workshop ensures participants gain practical strategies to enhance customer satisfaction, loyalty, and organizational success with comprehensive handouts provided, this three-day program offers a rich and engaging learning experience.
Course Overview
This training program focuses on helping middle managers develop a customer-first approach to leadership. Participants will explore customer motivation, learn to handle complaints effectively, and create a customer-focused culture that drives satisfaction and loyalty. The course combines theory with practical activities, including customer journey mapping, root cause analysis, and retention strategy development. By the end of the program, participants will have the tools to strengthen customer relationships and align their teams with organizational goals.
Program Focus Areas
Customer-Centric Culture: Understanding the importance of placing the customer at the core of business decisions to drive growth and sustainability.
Identifying Customer Needs: Equipping managers with techniques to anticipate customer expectations using observation, communication, and feedback mechanisms.
Problem-Solving and Conflict Resolution: Training managers to handle customer complaints and turn negative experiences into opportunities for building loyalty.
Team Leadership: Instilling a customer-first mindset within teams to enhance overall customer experiences across all touchpoints.
Retention and Advocacy: Developing strategies for customer retention, advocacy, and loyalty to build lasting relationships and strengthen brand reputation.
Key Outcomes
By the end of this training, participants will:
Understand Customer Behavior: Gain insight into customer motivations, preferences, and expectations to provide tailored solutions.
Improve Leadership Influence: Lead by example in fostering a customer-first culture, earning trust and respect from both teams and customers.
Enhance Decision-Making: Make informed decisions that align with customer preferences, improving business performance and competitiveness.
Resolve Complaints Effectively: Master step-by-step approaches to handle customer complaints, minimizing dissatisfaction and increasing retention.
Build a Customer-Centric Culture: Develop actionable strategies to create a culture of customer centricity within their teams and organizations.
Strengthen Retention and Advocacy: Create customer retention, loyalty, and advocacy maps to ensure long-term business relationships and sustained growth.
Certification
Upon completing our customer orientation Training, participants will receive a joint certificate from The Magnet Institute and sfb-esg-soa (centre de formation de technologie et de management), our certification partner. This certificate recognizes their achievement, validates course completion, and showcases their acquired skills. It signifies their dedication to professional growth, readiness for middle management responsibilities, and ability to contribute effectively to their organization's success.
