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Customer Focus

we represent

CustomerFocusCustomer Focus, Inc. is an international customer service training company that provides innovative, world-class customer service skill building and culture-building training programs since 1994.
All Customer Focus learning programs provide employees with the critical skills, practical knowledge, confidence, motivation, and customer-focused values to create and keep customers for life.

 

 

Customer Service & Management Training

Customer Focus specializes in developing world-class standards in service, quality, and cost-control. We provide third-generation learning and performance improvement programs that improve customer loyalty and business results.

Creating CEOs: Customer Experience Owners™

Our flagship customer service training program is Creating CEOs: Customer Experience Owners™. The unique core competency in CEOs is Customer Experience Ownership™. Your employees learn to:

  • Take ownership of each customer's experienceCreating CEOs
  • Show responsiveness and concern
  • Address all needs and concerns
  • Resolve complaints
  • Give GEMs that Go the Extra Mile

Managing Accountable Performance

Managing Accountable Performance (MAP) uniquely establishes and implements high behavior standards and performance goals in service, quality, and cost control. The MAP includes sample standards checklists and performance goals. The MAP is both a performance management program and a coaching skills program. The MAP supports the implementation of all Customer Focus programs or it can be used as a stand-alone performance management and coaching program based on establishing employee accountability.

Healthcare Skill Clinics™

Our healthcare Skill Clinics enable healthcare providers to improve healthcare satisfaction, quality, and cost-reductions:

  • Choose from over sixteen 40-minute Skill
  • Healthcare professional attend clinics on-the-job
  • Local Leaders conduct Skill Clinics
  • For all healthcare staff and caregivers
  • Costs as low as $2 per Skill Clinic

Use the Skill Clinics to improve:

  • Patient satisfaction scores
  • Healthcare safety and quality
  • Loyalty, repeat visits, referrals
  • Coordination & teamwork
  • Productivity and cost-savings
  • Staff & physician satisfaction
  • Risk and lawsuit reduction.

Save Costs

  • Healthcare professionals take little or no time off the job
  • No travel costs
  • Save costly facilitator and consultant fees
  • Choose and customize Clinics for each team
  • As low as $2 per Skill Clinic
  • Licenses provide unlimited use

Each Skill Clinic includes:

  • Real healthcare situations and best practices
  • Detailed skill steps and examples
  • Each HCP scripts and practices own words
  • Intensive skill practices and feedback
  • On-the-job skill application assignments
  • 30-minute application follow-up meetings
  • Manager monitoring, coaching, and reinforcement

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