Customer Centricity in Action™

It is no longer a competitive advantage for you to have great customer service. The pace of your business, the competition you face, and the 24/7 feedback available today, require employees to constantly ask, “How do I impact the customer in my role?” The answer to this question defines your customers’ experience – their customer journey. The new competitive advantage lies with employees striving to improve that journey; this goes well beyond customer service.

In Eagles Flight’s experiential Customer Centricity In Action™ solution, your employees and leaders will learn what it takes to create a customer centric culture, focus on the unspoken expectations of the customer, and create a value-add experience. This solution combines interactive discussion, hands-on experiential activities, and video analysis to truly change the way everyone, not just those in customer-facing roles, thinks about their impact on the customer journey and experience.

What Participants Will Learn

  • Intentionally seek opportunities to personally improve the customer experience
  • Own their impact on the customer experience
  • Proactively demonstrate ownership and personal accountability in their role
  • Balance personal judgement and corporate policy when taking action
  • Mitigate barriers and evaluate enablers to providing the best experience

Program Details

  • Full day
  • Ideal for all team members for training
  • Up to 25 participants
  • Post-course reinforcement and retention options available to maximize impact of training

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