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At the heart of every business
there are customers. If there aren’t then there is – or soon will be
– no business. Customers are now more demanding and sophisticated and
there is more competition than ever before. How can businesses survive and
thrive in such an environment?
Increasingly, businesses are
organising themselves to provide only those things that their customers
require rather than what they believe they do or should need. They are
also trying to deliver these products or services not just as cheaply as
possible but also as creatively as possible.
At the same time, businesses are
beginning to think again about the market they are in and what type of
customers they are in business to serve. In short, businesses are working
hard to ensure that they deliver true customer value.
As part of this change, business
processes that add value to customers are retained, enhanced or developed
while existing processes that are internally focussed and add no value to
customers are scrapped. Technology is utilised to automate activities
where appropriate.
Just as crucially, employees are expected
to be customer-focussed and are encouraged to do only those things that
add value. People are expected to do things quicker but they must ensure
that customers’ requirements are always met thereby developing long-term
relationships with their customers.
These employees who are responsible for
delivering Customer Value can make or break a business by the way they
employ their knowledge and skills and also through the way they behave.
Customers have greater choice and do not have to accept sub-standard
service from suppliers. They can vote with their feet. Businesses must
invest in their future by developing their people to deliver excellence to
their customers.
The objective of the “Cinque” course
is to introduce concepts and skills to the employees which will
enable them to provide an even better service to their customers for the
benefit of themselves, their Company, and the customer.
Trans.Form
aims to deliver this training using a combination of presentation, “talk
and chalk”, discussion, and practical exercises. Throughout the course
it will be emphasised that the topics we are introducing will – some or
all of the time - have a practical, business application to the
participants’ work and should be used when it is appropriate to do so
and not in a mechanical, irrelevant manner.
“The absolute fundamental aim is to make money out of satisfying
customers.”
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