CQ™ Leader

Overview

To be great with customers requires a special mix of skills! Such as the ability to truly appreciate a customer’s experience. To establish deep rapport and successful relationships. And having the right commitment, energy and drive. We call this Customer Intelligence™ or CQ™. 

In simple terms it’s the ability to make your customers feel GREAT!

CQ™ Customer Intelligence overview

Objectives

This advanced programme helps build customer-focused leadership skills - a complete set of skills for developing great performing teams who will build loyal customers.

Content

Module 1 - Leadership Foundation

Motivation/leadership styles/communicating/team building

Module 2 - Managing for Exceptional Performance

Objectives/monitoring/feedback/coaching and developing

Module 3 - Problem Solving and Decision Making

Investigating/analysing/decision making/implementing

Module 4 - Delivering an Exceptional Customer Experience

Legal rights/managing expectations/service recovery/continuous improvement

*Please contact Best Practice for a detailed course description

Delivery

In-company programme (typical group size: 8-12 attendees)

Course may be tailored to meet specific company needs and objectives

Duration

4 x 2 day modules

Certification

Attendees may be accredited as CQ™ Customer Intelligent Leaders. 

In addition, this programme may lead to NVQ, BTEC, ILM or EDI certification.

Certification

Fees

Subject to quotation