Total Customer Focus Public Program

    Total Customer Focus Public Program
    Upcoming Sessions

    Chicago, USA
    Oct 2-3, 2018


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    Watch This Brief Overview Below

    Total Customer Focus Public Program

    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:

    • Going beyond addressing customers’ technical problems and helping customers to achieve their targeted business outcome;
    • Achieving balanced outcomes that meet customer requests while protecting your own company’s interests
    • Being proactive and taking the lead in customer relationships
    • Shifting from only satisfying your customer to building Trusted Business Partner relationships


    SOME Organizations Who Have Attended

    PTC Logo
    Intersystems logo
    Advent Logo
    Brooks Logo
    GEHC Logo
    xeikon logo.jpg
    arcam logo.png


    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.

    Measure participant progress and results

    Key to creating effective change and skills development is the ability to track the progress of participants and the impact of new skills on business results.

    That is why the Total Customer Focus program includes a measurement and tracking system with final reporting of results for individual participants and for the group overall. And all results are benchmarked against participants and companies from across industries and geographic regions.

    "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."

    Tony Nazzaro
    Former VP Customer Service

    Becoming the Industry Benchmark for Customer Experience

    Read about this Total Customer Focus transformation by ASML, a $7 billion B2B High-Technology Leader.



    Archived Webinar:
    Total Customer Focus

    Tony Nazzaro, former VP Customer Service at ASML, shares how his organization moved from customer satisfaction to Total Customer Focus.



    Watch This Brief Overview Below

    Create permanent behavior change

    The process that supports the Total Customer Focus (TCF) program is called the Embedding Process. It makes the training program “stick”. Thanks to this process, participants apply the program concepts and tools, and efficiently change their working habits for the better. “Training that Sticks” relies on three main principles:
    • 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


    The Embedding Process
    A 3-Phase Program

    PHASE 1
    Pre-workshop preparation activities
    1 Virtual/Online Webinar

    • Background reading on Total Customer Focus
    • TCF Self-assessment
    • Preparation assignments

    PHASE 2
    2-Day Workshop
    1 Face-to-Face Workshop

    [Download the Agenda]

    • Changing Relationships with Customers; Understanding why and how relationships are changing and how you can benefit from it
    • Making the three Key shifts in thinking and working; applying new skills and tools for each shift
      • Shift 1: Reactive to Proactive
      • Shift 2: Getting to the Real Issues
      • Shift 3: Achieving Win-Win Outcomes
    • Embedding New Skills and Behaviors; creating a strategy and action plan
      • Identifying opportunities for application
      • Overcoming personal barriers 
      • Peer coaching and collaboration

    PHASE 3
    Follow through and embedding
    3 Virtual/Online Webinars

    • Web coaching sessions with peers and Global Partners facilitators
    • Sharing best practices, challenges and success stories in applying new skills and behaviors
    • Personal case study
    • Results metrics
    Total Customer Focus ebook

    Total Customer Focus ebook

    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.




    View More Total Customer Focus Publications