BTS

Becoming customer centric is one of the most important aims of any organization. It refers to the orientation of a company to the needs and behaviors of its customers, rather than internal drivers such as the quest for short-term profit. Customers have high expectations and demand quality customer service from companies they choose to do business with. Providing customer service excellence gives an organization a competitive advantage in the marketplace and is the key factor that keeps customers coming back. Successful organizations understand the importance of developing a customer centric mindset and deliberately restructure their customer service model to increase customer satisfaction and brand loyalty. Today, customers have an increasing range of choice: choice of supplier, choice of channel, choice of products and services. Their loyalty is determined by the quality of the experience they receive. Delegates will learn effective customer centric strategies and best practices to provide world-class customer service excellence.

The Training Course Will Highlight ?

This course gives customer service professionals the communication skills, technology tools and motivation they require to build strong customer relationships and develop a customer centric organization.

Develop a strategy to build a more proactive, customer centric organization
Analyze and implement the best practices of world-class customer centric organizations
Utilize interpersonal skills as vital tools in the provision of customer service
Measure and assess how well customer service standards and objectives are being achieved
Enhanced communication, persuasion and conflict resolution skills

Training Objective

Upon completion of this course your employees will:

Be able to analyze the structure of markets from suppliers through to customers and consumers enabling them to be able to identify the best opportunities for profitable growth
Be able to develop marketing strategies and action orientated marketing plans to exploit those opportunities to create a strategic competitive advantage for your business
Understand the principles of market segmentation so that they can structure offers and prices appropriately to maximise sales volume and profit
Understand how to differentiate your business from competitors through channel management, branding and customer service
Be able to focus marketing resources where they will have the greatest profit impact

Target Audience

Delegates encouraged to attend include: oil industry managers who are new to the downstream marketing business, recently appointed staff who intend to pursue a career in oil products marketing and managers from companies that are considering entering the oil marketing business.

This course is ideal for use as part of an induction program for new staff or for bringing managers who are transferring disciplines up to speed with the whole area of oil products marketing. It will also appeal to managers who want to bring new perspectives and ideas to their marketing businesses although it is not aimed at existing experts in oil products marketing.

It will also be very relevant to existing marketing, planning, finance, commercial development and technical staff in the downstream sector of oil companies who wish to expand their knowledge across product or market boundaries.

Training Methods

Daily Agenda