Every business exists to address the acute needs of their customer, but the more removed our teams are from the end user or the more focused they are on production and numbers, the more difficult it is for them to keep the customer top of mind. Further, taking ownership of a customer's situation and providing seamless experiences are near impossible without a shared understanding of what “excellent” looks like.
This workshop is designed to help team leaders and managers build a customer-centric culture by challenging the way their teams fundamentally view and interact with customers, starting with the employees themselves and meeting them where they are today. To help teams better empathize with and maintain a sense of urgency around customer needs, we teach how to coach new habits around ownership and emotional intelligence. Participants will also learn how to establish shared team norms that enable employees to embrace both successes and failures as opportunities to learn and improve.