A recent study by Linkedin Learning of 4,000 Talent Development Professionals, Executives, People Managers and Employees revealed that the number 1 priority for talent development was to provide training and development in non-technical (soft) skills. The study offered an interesting explanation for this trend:
"In the age of automation, maintaining technical fluency across roles will be critical, but the pace of change is fueling demand for adaptable, critical thinkers, communicators and leaders. As technology accelerates, soft skills are in high demand to fuel people and business growth."
Global Partners has been helping global organizations to meet the challenges of developing people in technical workforces through its innovative Total Customer Focus (TCF) program. We are now offering our TCF program in a public program format to enable people from technical organizations to learn and apply the core skills and behaviors that enable them to become trusted business partners to their customers.
The TCF public program enables participants to learn and apply core skills and behaviors needed to become trusted partners to their customers. These new skills include:
The TCF public program is not just a 2-day workshop
The TCF public program consists of preparation webinars to engage participants before the 2-day workshop, a 2-day learn and apply workshop, customized to the customer challenges and situations that participants face every day, followed by 2 rounds of Application coaching webinars. In addition, the program uses a unique measurement process to systematically track participants’ skills development and link them to business outcomes.The public workshop and webinar format offers a forum where participants from different organizations can discuss and share their experiences and challenges in becoming a Total Customer Focus organization.
"Total Customer Focus (TCF) has been uniquely designed to help companies to really embed new behaviors and skillsets within a company’s customer interfacing teams. TCF will set up the culture you need to develop long lasting Trusted Business Partner Relationships. Changing with the times requires answers. To set your company apart from the competition you have to make the transition to a Total Customer Focused approach and not settle for simply reacting to customer issues and providing basic customer service."
Former VP Customer Service
Practice – Exercise more than 80% of the time during face-to-face sessions. Extensive application in a safe environment motivates people. You can’t wait to try out what you have learned in real life.
Support – Global Partners provides continuous support and coaching. We support you and your people in the field, overcome barriers and embed behaviors that pay off.
Community – Develop a community where people support each other. Create a learning culture where the program principles, concepts, and vocabulary resonate and continue to be reinforced over time
Total Customer Focus is about transforming relationships - not just customer relationships - any relationship that matters. While this ebook primarily focuses on business applications, the Total Customer Focus tools and skills will facilitate a personal transformation in you as well. Not only is face-to-face interaction important for business, but it’s also inherent to being human. Allowing yourself to become Total Customer Focused will transform the way you interact in the most fundamental way – one person to one person.