Customer Centricity
“A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption of our work. He is the purpose of it. He is not an outsider of our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us the opportunity to do so.” - Mahatma Gandhi
“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.” - Steve Jobs
The importance of customer can never be over-emphasised. Any business exists for the customer only. If the business is not centered on the customer, sooner or later the business will flounder. By being customer centric, the organization is able to delight the customer and the business flourishes. Not only the organization is able to attract new customers but also is able to retain the existing customers and get the repeat business. Every business looks for the loyal customers and the customer loyalty gets created only when each and every employee of the organization is customer focused and gives exceptional customer service.
The programme would harp on the fact that we need to be obsessed about the customer and keep her in mind no matter which department one works into.
Learning Outcomes
Through this Customer Centricity workshop, the participants would be able to:
- Understand the customer needs
- Describe why and how to put customers first.
- Realise the importance of three Vs of communication while dealing with customers
- Recognise the importance of listening and empathy in creating positive relationship with customers
- Understand the need to retain customer through wonderful customer experience
- Describe the impact of poor customer experiences
- Improve the first impressions they give their customers
- Improve the lasting impressions they give their customers
- Prepare an action plan for better customer service
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