Customer Focus

Aimed at those who have or will be having contact with internal and/or external customers and are looking to develop their Customer Focus skills and awareness.
Course Learning Points:

 
  • Benefits of Customer Focus
  • Who Are Your Customers? (Internal and external customers)
  • Identifying Your ‘End’ Customer
  • Is Every Customer Equal?
  • Pareto Principle, or the 80/20 Rule
    (80% of your sales/profit are from 20% of your customers)
  • Delivering on Your Company’s Promise
  • The Experience and Expectation Level
  • Consistency in Delivering Customer Service
  • Customer Focus is in Everything that You Do
  • Receiving Customer Feedback

 


$149.00 incl. GST - Free Postage
Contact us to order this Course Licence

 

What's a Course Licence?

 

 

Train the Facilitator Workbook and 
Training Templates CD-rom

FREE with every Course Licence purchased

 

This workbook is aimed at those delivering training courses to company employees or clients, either in a group or 1-on-1, who would like to gain a more detailed understanding of the art of facilitation. The workbook will allow you to practise the skills required to run a successful course, and will increase your awareness of the planning involved. It will also provide instructions on how to facilitate a Down to Basics Training course when using a Down to Basics Training course licence.

Note: This product is provided free to all new customers when they purchase a course licence.

      Workbook Contents:
  • Definition of Facilitation and Skills
  • Benefits of Good Facilitation Skills
  • Down to Basics Training – Generic Course Structure
  • Down to Basics Training – Course Flow and Content
  • Pre-Course Preparation
  • On The Day Preparation
  • Post-Course Activities
  • Delivering, Discovering and Doing
  • The Five Learning Points of Delivery
  • The Three Learning Points of Discovery
  • The Single Learning Point of Doing
  • The Benefits of Delivering, Discovering and Doing
  • Characteristics of Participants
  • Characteristics of Experienced Facilitators
  • Facilitating Processes vs Training Processes
  • The Pressure Pot and How to Handle It
  • Handling the Hard Questions
  • The Importance of a Facilitator’s Vision for Success
  • Facilitator Training Tips

 

Training Templates:
  • Training Schedule
  • Staff Training History
  • Facilitator’s Course Self-Assessment
  • In-house Facilitator Suitability Assessment

 

FREE with every course licence purchased – valued at $429.00
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