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Total Customer Focus™ Certification

 

A Special Combination of Hard and Soft Skills

Research shows that an overwhelming number of employers today feel graduates lack soft skills like critical thinking, communication and adaptability, as well as hard technical skills that certain jobs require. Service demands both hard and soft skills, so when you have someone who is a master of not only the technology, but also people skills, retaining them is a priority. Participants certified in Total Customer Focus™ (TCF) have developed their business relationship skills to the point where they become leaders in their own organization and in their relationships with customers.

 

Rigorous Training Program Spanning 4-6 Months

The Total Customer Focus™ program lasts 4-6 months with face-to-face workshops that include realistic case studies and role plays. Participants are put in high-pressure simulations that mirror their experiences in the real world. After applying new tools and techniques in TCF workshops, participants work on concrete action plans that they apply in their daily work. Over several months of application in the field, participants receive coaching from TCF experts to support them in overcoming barriers and expanding on their successes.

 

WHAT IS TOTAL CUSTOMER FOCUS™?

The Supplier-Customer relationship is skewed. This can be due to something historical, cultural or the balance of powers. And in the B2B space, one of the most important criteria that differentiates you from the competition is the relationship your people in the field have with your customers.

So how can you develop relationships that leave you and your customers feeling good about doing business together after each interaction?

Individuals and organizations that implement Total Customer Focus™ do 3 things:

  1. Become Proactive – Take the lead in the customer relationship and pre-empting any future problems.
  2. Get to Real Needs – Go beyond the technical issue and dealing with the real customer problem by focusing on issues that are not easily perceived.
  3. Achieve Balanced Outcomes – Find solutions that are agreeable and contribute to a sustainable relationship with the customer over the long term.

 

QUANTIFIABLE BUSINESS RESULTS

All certified participants have demonstrated Total Customer Focus™ skills they developed over 4-6 months in a final case study that highlights a particular challenge, their TCF approach and quantifiable business results achieved for both their customer and their own organization.

Typical results include:

For ASML

  • Fewer Giveaways
  • Lower Costs
  • Increased Productivity
  • Higher Revenue

For ASML Customers

  • More Uptime
  • More Output
  • Lower Costs

For service people who can create quantifiable value and transform relationships with customers, look for those certified in Total Customer Focus™.

Notable quotes from participants worldwide

Total Customer Focus™ has been uniquely designed to help companies to really embed new behaviors and skill sets within a company’s customer interfacing teams. TCF will set up the culture you need to develop long lasting Trusted Business Partner relationships.
VP Customer Service, North America
    “This is a big change because if I just focused on the work, we could not get a reasonable outcome, and this was not good for our company and me. I started to think about any issue from the customer’s side and our company’s side to get a reasonable outcome.”
    Field Service Engineer, Asia
      “This training was very useful to help me identify some of the issues with the most difficult part of my job: the communication with all different stakeholders. Although it is hard to implement the techniques we learned immediately, it is still an eye-opener, and it provides a lot of opportunities to improve in the coming year. Main takeaways for me are: Always listen, and you don’t have to always say something to get an answer, just waiting also works.”
      Field Service Engineer, Europe

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