Facilitation Guide – Customer-Centricity

SUMMARY

Getting the customer at the centre of everything you do! A session to help you and your team understand and harness the unique value that you bring to the organisation and their customers. This session is designed to be run by either a leader or a team member who has a passion for service – someone who can energise the team and facilitation great conversation.

WHEN TO USE THIS GUIDE?

When your organisation has customer-centricity and customer service as an absolute priority. This guide is to assist teams (and particularly support teams) with understanding how they impact the end customer and how to harness the unique value that they add. The customer mapping exercise provides a visual of the specific impact of their work. From here, they can collectively brainstorm an action plan to provide the best customer service possible. This may be improving their levels of internal service, starting a new project, or changing the way they do their current daily activities.