Customer First Culture
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This course develops an understanding for the entire organization and the roles departments and individuals have in satisfying the customer. Through interactive participation, the attendees will define interactions and requirements of internal customers as well as the end customer.
Customer involvement, whether internal or external, is integral to the success of any company. Participants will learn to develop a recognition that the needs of the customers must be satisfied in a positive, effective manner in order for the business to grow.
- Customers - Who are these people and what do they want?
- Where do the Customers go?
- Internal vs External Customers
- Identifying Customer Requirements
- Communication Competencies
- Creating Customer Measurements
- Attitude - How does it influence you and everyone else?
- Managing the Customer experience
- Barriers to Good Service
- Conflict Management - Keep cool under fire
- Addressing Customer Expectations
- How to go beyond expectations
Who Should Attend
Upper and Mid-Level Managers, Quality Supervisors, Department Heads, Sales Professionals and other employees who deal with customers on a daily basis.
Cypress Group team members have experience in all facets of the business process, as well as information technology applications designed to intelligently support the decision-making process. This combination of disciplines allows us to clearly understand the needs of our clients and translate those needs into the solution that best fits their technological and financial goals. John J. Boyle, CPIM, CIRM, is President of Cypress Group. John's 30 years of experience include assignments in Production Control, Marketing, and Management Information Systems. John holds a BBA in Management and an MS in Industrial Management. Joan M. Gladky, CPIM, Adjunct Professor at Stony Brook University and Managing Director of the Cypress Group, a management consulting and training organization. Joan began Cypress 25 years ago to help clients become more competitive. Her expertise is in Supervisory Skills, Quality Improvement, implementing ISO 9001-based Quality Management Systems, AS9100, Lean Manufacturing, Lean Office and business process improvement. Cypress helps clients become more competitive. Joan holds a BS in Computer Science, an MBA in Management and is a frequent speaker at professional organizations.
Corporate Education & Training • Advanced Energy Center • Research & Development Park
1000 Innovation Road, Stony Brook University, Stony Brook, NY 11794-6044