Research clearly shows that high performing organizations are highly customer-centered. Yet research also shows that customer satisfaction levels have been steadily. Most attempts to improve customer service are too narrow and superficial. They fail to focus the organization's culture and core processes on serving customers. That's why 50-70% of these programs consistently fail. Harvard Business School professor Rosabeth Moss Kanter likens the typical organization improvement effort to "putting lipstick on a bulldog...not only has the bulldog's appearance not been improved, but now it's really angry."

Course Content

• Who do we serve? To develop a customer-centered organization is it the employee or customer first?
• Service issues – look in the mirror
• More is said than done about improving customer service
• Recent research on customer-centered organizations and the impact on the bottom-line
• How customers compare their experiences
• You must mean it is the sales and customer service department issue – Right?
• Quick tips for better customer experiences
• The view from the front line
• The role of process improvement – it isn’t who did it wrong but what went wrong
• Your next step – defining the experience you want for your customers

Who Should Attend

All leaders involved with directly or indirectly servicing the customer should attend this session.

Length of Program

Depending on the amount of customization wanted, this session is either one or two days. This topic is also available as a keynote presentation.

Presenter

Jim Clemmer presents this session to senior leadership teams. Jim has spent over two decades helping thousands of managers in hundreds of organizations build high service/quality teams and cultures. As co-founder of The Achieve Group, Jim Clemmer worked with California-based Zenger Miller and Tom Peters to help executive teams implement a cultural change process called Toward Excellence. A key element of this process was entitled "Existing For the Customer."

Jim's international bestseller, Firing on All Cylinders: The Service/Quality System for High-Powered Corporate Performance, built upon Achieve and Zenger Miller's highly successful experiences in helping organizations develop the skills, processes, and culture to reach higher levels of service and quality. His next book, Pathways to Performance: A Guide to Transforming Yourself, Your Team, and Your Organization updated the "cylinders model" and expanded upon the key leadership elements so critical to improving service/quality performance. His latest leadership books, Growing the Distance: Timeless Principles for Personal, Career, and Family Success and The Leader's Digest: Timeless Principles for Team and Organization Success added further to insights and inspiration to the broad approaches needed for service/quality leadership.