Despite the evidence, many organizations are skeptical about the measurable impact of training programs like Total Customer Focus. Making such a substantial change in culture, as well as establishing new skills and behaviors, requires a sizeable investment. So how can companies make the business case? How can they measure the ROI on Total Customer Focus?
This document contains a series of case studies reported by participants that have completed the Total Customer Focus (TCF) program. They have been organized into the 4 priority areas that enable a service organization to become Total Customer Focused:
As you read through the individual case studies, you will understand how Total Customer Focus tools and skills directly and dramatically impact the participant, their organization and the customer.