Focus on the Customer - Customer Care - Video

Financial Times Business Toolkit Series.

Customer focus requires a concerted effort by everyone in the business.

Armed with in-depth and up-to-date knowledge of customers, a company’s front line staff can provide customers with a consistent service response.

To succeed, your team needs to be constantly fed with information on the habits and behaviour of customers. They also need the support of an organisational structure that prioritises customer needs, and effective customer communications.

Focus on the Customer uses a documentary approach, featuring real managers in a wide range of organisations, who explain how they achieve customer focus in a series of case study examples.

Who could benefit?

• Any manager, in the public or private sector, with a need to identify customers, interact dynamically, secure and keep their business

Key learning areas

• Why it is essential to establish an ‘intensely dynamic relationship’ with customers
• Research techniques employed in locating and identifying customers
• The role of internal staff in creating a business with dynamic customer focus
• How and why you should ‘listen to the customer’

Running Time

Video one: 25 minutes
Video two: 25 minutes

Introductory Leaflet, Workbook, Manager’s Guide

Cost: Video and CDROM Prices
International orders please email for cost
Bulk Discounts Available

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