Total Customer Focus™

Relationships That Increase ROI for You and Your Customers

Relationships That Increase ROI for You and Your Customers

Relationships drive the business outcomes you’re looking for.

We often hear this from GPT participants. That’s because our customer relationship training solutions are customized for each role and for what you’re trying to achieve. Programs are built around a core curriculum from one of our signature programs: Total Customer Focus™, Value Recognition™, or Strategic Account Alignment™. Each follows our proven embedding methodology for getting results and stays closely aligned with your strategic imperatives.

Our team is able to roll out our solutions worldwide on a turnkey basis so you can embed behaviors efficiently and achieve global alignment around your most important goals.

Becoming Proactive
Becoming Proactive
Taking the lead in the customer relationship.
Getting to Real Needs
Getting to Real Needs
Taking the lead in the customer relationship.
Achieving Balanced Outcomes
Achieving Balanced Outcomes
Finding solutions that are agreeable to both the supplier and customer.

Who Benefits from the TCF Program?

Any personnel who interact frequently with customers will benefit from this training, including:
  • Field service engineers
  • Technical Support
  • Customer Service Personnel
  • Sales and Marketing Representatives
  • Logistics Personnel
  • Managers

Get Results with Total Customer Focus™

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From reactive to proactive

When dealing with a client request, the focus is typically on response. Yet imagine how the relationships would change if your customer-facing person were to anticipate problems the customer is likely to have and address them before they occur. This first TCF skill, being proactive, has an extremely positive impact on the customer’s perception of your company as a trusted business partner.

GPT’s proactivity tools help participants shift from reactive to proactive by understanding and addressing the customer’s “big picture” and determining what they really want to achieve. Systematic proactivity is a powerful tool for increasing “customer delight”.

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From technical problems to real needs

Customer-facing personnel frequently address visible
technical problems only to discover later that your customer’s real underlying problem has been left unresolved. Getting down to “below the water line” (a.k.a. iceberg) issues results in better long-term management of customer problems.

GPT’s discovery tools enable your customer-facing people to gain an in-depth understanding of the sometimes hidden, non-technical issues that drive customer behavior. Your company benefits from greater empathy and trust, which increases in both directions between your customer and your team. Even the most difficult problems can then be resolved more quickly and with fewer escalations to higher levels of management.

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From the customer is always right to balanced outcomes

Collaborative outcomes that are both reasonable and doable are key to any mutually satisfying relationship. To achieve this, your customer-facing people must learn how to “push back” on some customer requests in order to set realistic expectations, while satisfying your customers at the same time. Easier said than done!

GPT’s balanced outcome tools provide a framework for responding to any customer request in a way that creates realistic customer expectations without compromising your company’s fundamental interests. The communication tools give your people confidence and control and the ability to quickly gain the customer’s support and understanding.

Frequently Asked Questions

  • How do you “customize” the Strategic Account Alignment™ program? Who owns the customizations?

    While the proprietary toolkit used in our standard Strategic Account Alignment™ program will be similar for all clients, the experiential components are custom-written based on interviews with key members of your team to achieve the following:

    • Immediate relevance for participants – Your company’s industry niche, products, customers, sales and account management structures and culture are unique. During this program, participants will focus on their own specific strategic accounts and situations in real time, and so they will apply their new skills immediately in their jobs. And even though participants are initially practicing these new skills on a narrow set of current situations, the toolkit will be effective in any sales or account management situation they face in the future.
    • Focus on desired business outcomes – Your company goals and training priorities are also incorporated into the guidance we give your participants. For example, a program prioritizing strategic account management may be guided quite differently from a program aimed at improving operational situations. In addition to delivering on your primary outcomes, the Strategic Account Alignment™ program is certain to yield positive secondary outcomes for your company.

    While all training materials remain the property of Global Partners Training, customizations are unique and are not shared between clients. Licensed program participants retain lifetime personal use of tangible program materials for ongoing reference.

  • How do you “customize” the Engaging Up Sales Training™ program? Who owns the customizations?

    While the proprietary toolkit used in our standard Engaging Up™ program will be similar for all clients, the experiential and financial acumen components are custom-written based on interviews with key members of your team to achieve the following:

    • Immediate relevance for participants – Your company’s industry niche, products, customers, sales and service structure and culture are unique. During this program, participants will focus on their high value customers and situations in real time, and so they will apply their new skills immediately in their jobs. And even though participants are initially practicing these new skills on a narrow set of current situations, the toolkit will be effective in any sales or service situation they face in the future.
    • Focus on desired business outcomes – Your company goals and training priorities are also incorporated into the guidance we give your participants. For example, a program prioritizing sales generation may be guided quite differently from a program aimed at improving operational situations. Interestingly, regardless of primary emphasis, the Engaging Up™ program is certain to yield positive secondary outcomes for your company to varying degrees.

    While all training materials remain the property of Global Partners Training, customizations are unique and are not shared between clients. Licensed program participants retain lifetime personal use of tangible program materials for ongoing reference.

  • How do you “customize” the Total Customer Focus Service Training™ program? Who owns the customizations?

    While the proprietary toolkit used in our standard Total Customer Focus™ program will be similar for all clients, the experiential components (role plays and cases) are custom-written based on interviews with key members of your team to achieve the following:

    • Immediate relevance for participants – Your company’s industry niche, products, customers, sales and service structure and culture are unique. Live experiences are designed to simulate frequently faced, high impact situations using real company names, job titles, status differences, emotional postures, etc. so that participants are practicing skills they see they can use right away in their jobs. And even though participants are initially practicing these new skills on a narrow set of situations, they will be effective in any service or sales situation they face in the future.
    • Focus on desired business outcomes – Your company goals and training priorities are also incorporated into our choices of situations for the cases and role plays and in the stated objectives of the role-players. For example, a program prioritizing new revenue generation will be written quite differently from a program aimed first at improving customer satisfaction. Interestingly, regardless of primary emphasis, the Total Customer Focus Service Training™ program is certain to yield both of these outcomes for your company to varying degrees.

    While all training materials remain the property of Global Partners Training, customizations are unique and are not shared between clients. Licensed program participants retain lifetime personal use of tangible program materials for ongoing reference.