New holistic customer oriented training solution will enable senior management to build organisations around customer needs
Best Practice Training and Development, a provider of consultancy, skills development and Professional Certification to the customer service and contact centre sectors, has today announced the launch of Customer Intelligence.
A completely new concept in the industry, it has been developed in association with Best Practice’s sister organisation, the Centre for Customer Intelligence.
The solution is designed to enable businesses to build themselves around their customers’ needs – all the way from the contact centre to the boardroom.
David Allenstein, managing director of Best Practice Training and Development explains, “We’re all intelligent in different ways. To provide top class service to all customers requires a special mix of skills, such as the ability to truly empathise with a customer, to establish deep rapport and build successful relationships. To achieve this, employees at all levels not only need the right commitment, energy and drive but also need to understand their customers thoroughly. We call this Customer Intelligence or CQ.
Allenstein adds “In practice, Customer Intelligence has the ability to make your customers feel great. And this does not just mean smiling on the phone, it is a concept which can and should be applied at higher levels too. True Customer Intelligence requires a holistic approach, with senior management ensuring that the organisation is constructed around the customers’ needs.”
The Customer Intelligence solution encompasses a comprehensive set of materials, programmes and certification options, including externally accredited qualifications such as BTEC, NVQ, ILM, EDI, e-skills, CCA and ICS endorsed programmes.
Core to the Customer Intelligence concept is the delivery of blended training that is not prescriptive but instead is tailored to the precise needs of any given organisation.
As such, the Customer Intelligence solution is delivered via a mix of online courses and in-company workshops.
For businesses who wish to embrace the concept further it is possible to qualify as a Customer Intelligence Academy which allows programmes to be brought in-house and delivered by your own CQ accredited trainers and coaches.
The Customer Intelligence concept comprises the following complete set of CQ branded deliverables:
CQ Professional, CQ Leader and CQ Director programmes
CQ Accredited Trainer
CQ Customer Intelligent Organisation accreditation
Allenstein concludes, “The ultimate outcome of the above deliverables is a Customer Intelligent organisation where everyone is fulfilling their potential and everyone is passionate about delivering exceptional service. We at Best Practice have an unwavering commitment to quality, professionalism and innovation. These values ensure that every programme is delivered to the highest professional standards.”