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:

Become Proactive – Take the lead in the customer relationship and pre-empting any future problems.
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.
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 Coherent

Fewer Giveaways
Lower Costs
Increased Productivity
Higher Revenue

For Coherent 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

“TCF has made me think more about how I deal with customers. Spending more time with a customer has helped me gain more valuable knowledge about a breakdown quicker and has helped relax the customer making him feel more confident that the problem will be resolved as quickly as possible.”

Field Service, EU location

“The TCF training has really helped me in so many ways since I first started the training. I was one of those people that thought they already knew everything they needed to know about Total Customer Focus™. TCF has given me the confidence and tools that I need to effectively communicate and resolve our customers issues from day-to-day.”

Field Service, US location

“Total Customer Focus™ skills will better control your emotions, and your patience will be better. Think about where the other side stands and have consideration for each other.”

Tech Support, Asia location