DESIGNED FOR
CPAs who are looking to employee care
BENEFITS
After attending this presentation you will be able to...
- Describe how a focus on employees first can drive sales results
- List the steps you can take to change the focus to employees first and customers second
- Identify language that changes an employee’s perception of who is important to the organization and why
- Create a journey map
- Identify how to use your mission, vision and strategy with internal customers to influence outcomes
- Identify stakeholders using journey maps and list engagement techniques
- Describe examples of touchpoints and list techniques to maximize them
- List consulting skills necessary to provide excellent internal customer service
- List techniques to build trust with internal customers virtually
HIGHLIGHTS
The major topics that will be covered in this class include:
- Steps to move to/improve the internal focus to employees first, customers second and its value proposition in driving better external customer service
- The psychology and importance of language in communicating employee value
- Create a journey map of your internal customers to identify all your team's touchpoints within your organization, their motivation and pain points, and their current and desired journey
- The role of your team's mission, vision and strategy when working with internal customers
- The role of stakeholders and how to use journey maps to identify and manage them
- How to maximize the team's touchpoints with your internal customers
- What consulting skills your team needs to provide excellent internal customer service
- How to pivot to building trust with your internal customers digitally
COURSE LEVEL
Basic
PREREQUISITES
None
ADVANCE PREPARATION
None