Building a customer mentality – think and act customer!

 

Overview

A one-day immersion course in building a customer mentality, designed to help foster the attitudes and beliefs that drive exceptional customer-focused behaviours.

Participants will develop a way of thinking and behaving that will produce a greater inherent awareness and appreciation of customers and their buying potential. They will develop attitudes and beliefs that drive exceptional customer-focused behaviours.

Training objectives

As a result of this course, all the participants will:
  • Recognise what makes a customer to buy
  • Understand the drivers of customer loyalty
  • Understand the dynamics of customer relationships
  • Develop customer-focused behaviours
  • Talk the customers’ language, building trust and rapport
  • Take responsibility for creating a positive customer experience
  • Get over the confidence threshold

The over-riding objective is that every participant will in future deploy exceptional customer-focused attitudes and behaviours as a matter of course during every customer interaction.

Audience

This unique programme is invaluable for anyone who deals with customers and is a vital under-pinning for other customer-facing skills, eg, sales, account management, customer service.

Format

This one-day immersion course focuses on creating awareness, developing attitudes and beliefs and embedding newly-acquired skills and behaviours as habits. It is highly interactive, very powerful – and great fun!

The expert trainer

Cyrus Cooper (Managing Director of Maximum Performance) is an exceptional trainer, facilitator and coach. He specialises in helping managers to focus on their role and responsibilities with the aim of getting great results with the people they manage. He has helped organisations in both the public and private sectors to increase their performance through a range of interventions covering leadership challenges, motivational management and corporate and executive 1:1 coaching. Formerly an internal learning and development consultant to the Ministry of Justice, his achievements there ranged from a major business process re-engineering (BPR) project to designing performance management systems and competency frameworks for over 12,000 staff and creating a range of management programmes for middle / senior civil servants that are still being run to this day.

Cyrus is passionate about coaching as well as training, and has recently developed an organisational-wide coaching programme for the Big Lottery Fund. He currently works with Thomson Reuters graduates on a global graduate scheme, delivering a week of self-discovery, supported by the FACET5 profiling tool. His other current / recent clients include the BBC, 3M, Accenture, Inter Hannover, Legoland, Merlin Entertainments, Mouchel, Phytopharm, Office of the Public Guardian, The Gap Partnership, Central Bedfordshire Council, Finsbury Foods, Lancashire Group, RED Consulting, Gala Coral, De Lage Landen, the Methodist Church, Shaw Trust and the Housing Solutions Group, to name but a few. Whether delivering a one-off workshop or designing an innovative management development programme, Cyrus delivers with understanding, enthusiasm and passion, and truly believes that learning is about creation, not consumption.

Cyrus’s academic and professional qualifications include a Masters Degree in Management Practice, MBTI accredited, SDI accredited, Facet5 accredited, DiSC accredited, Diploma in Executive and Corporate Coaching, Diploma in Business Coaching, Diploma in Business Excellence (EFQM), NVQ Assessor, etc. Cyrus is enthusiastic and practical in his approach, with tools and methodologies explained clearly. His strong facilitation skills and focus on his audience create a powerful learning experience and the response from individual participants is invariably appreciative, as the following comments show:

‘Cyrus was fab – as usual.’ ‘Building a Customer Mentality’ course participant, Inter-Hannover

‘This session was exceptionally brilliant. The trainer drew me out of my shell.’ Graduate Development Workshop participant, Mouchel

‘Maximum Performance were engaged by Thomson Reuters to redesign our technology graduate development centre (the integral piece of the graduates’ two year training programme). Throughout the programme redesign, I found Maximum Performance to be extremely responsive, creative in their approach and also dedicated to building a bespoke solution for Thomson Reuters. The feedback from stakeholders and delegates has been very positive on the content delivered , the facilitator’s training style and Maximum Performance’s ability to hit the ground running, intimately understanding our needs.’ Khalil Ayub, Technology Graduate Scheme Manager, Thomson Reuters

‘We used Maximum Performance to design and deliver leadership skills for our people managers at LEGOLAND Windsor. We were pleased with the structured approach which provided a parallel process to our Team Leader training activities. Maximum Performance also helped incorporate some new training techniques we wanted to try such as Forum Theatre. Overall this part of the session was fun and energetic. It provided a powerful and memorable alternative to role play with excellent feedback from our managers.’ Head of Learning & Development, Legoland

‘I have had the pleasure of working with Maximum Performance (and Cyrus Cooper in particular) to deliver a coaching programme across the Big Lottery Fund. We co-constructed and piloted the programme to skill managers in the basics of coaching and create a programme of development for Senior Leaders to also build their coaching skills. What Cyrus delivered was a programme that impacted on us with a huge amount of insight, interest and invigoration around coaching as a key skill in our leaders, managers and talent programme participants. We are about to launch our own internal coaching network that will continue and spread the great work Cyrus did for us.’ Perry Timms, Head of Talent & Organisational Development, BIG Lottery Fund

 

Course outline

  1. Stepping into the customer’s shoes
    2. Focus: awareness of what customers are thinking and feeling
    • Recognising what drives a customer to buy
    • Understanding the drivers of customer loyalty
    • What is a customer ‘relationship’?
    • What customers look for in a relationship
    • Developing customer-focused behaviours

  2. Creating a favourable impression
    3. Focus: awareness of how we operate in certain situations and awareness that there are courses of action open to us that can create more favourable outcomes. Only once we are aware of what we do can we take steps to consciously change what we do to improve our performance.
    • Talking the customer’s language
    • Building trust and rapport
    • Being assertive and professional
    • Handling objections effectively
    • Building a customer-focused mentality

  3. Getting into a customer ‘frame of mind’
    4. Focus: developing attitudes and beliefs that drive customer-focused behaviours. Leadership in sales and customer service is not achieved by mastering a process or a script but by making customers and prospects feel respected, valued and understood.
    • Developing supportive beliefs
    • Taking responsibility for creating a positive customer experience
    • Getting over the ‘confidence’ threshold
    • Embedding the mentality

  4. Being proactive
    5. Focus: embedding newly-acquired skills and behaviours as habits.
    • Practice makes perfect
    • Turning skills into habits
    • Supporting your own development
    • Hints and tips to translate the learning into competencies that are engrained in everyday activity

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