October, 2017

Grow • Engage • Inspire

Topic Spotlight – Customer Focus

A customer-focused organization requires a specific set of characteristics. You must model, instill, and promote a mind-set that is not just service-minded but empowered to be part of the customer's experience. Below are a sampling of online courses, books and videos available in the HHS Learning Management System (LMS) that may assist you or those you support.

Resource Title Description Resource ID Duration or Pages
Rapport Building in Customer Service In this course, you'll learn how to build rapport with customers by paying close attention to their needs, connecting with them, and being positive. You'll also learn how to empathize with customers by relating your own experiences, reflecting their emotions back to them, and normalizing their difficulties. acs_03_a01_bs_enus 28 min

Resource Title Description Resource ID Duration or Pages
Customer Focus Increases Profits Businesses all want a great bottom line: profits. But, as Vishen Lakhiani reports, focusing on profits is not the best way to either increase the profits or run a business. 42886 3 min
Resolving Conflicts with Customers and Partners Don’t hide from an angry customer. Emotions and business issues need to be addressed. Use challenging situations in a relationship as opportunities. If you get through a difficult situation as a group you will be stronger. Face the emotions, take the hit, and move on. 41479 2 min
Customer Focus Software salespeople talked to customers about the software, not about how the software could help customers achieve their goals. To change the focus to customers a “customer value” life cycle management model was developed and used around the world. 41273 2 min

Resource Title Description Resource ID Duration or Pages
Can't Buy Me Like: How Authentic Customer Connections Drive Superior Results
Book Summary
Can't Buy Me Like explores how social communication platforms have replaced the need for and reduced the impact of advertising, and the extent to which genuine human connection determines the success of your brand. In this Review, we discuss the salient points of the book based on our interpretation of its contents. 127863 4 pages

Webinar Live Event - Save the Date!

True Grit: The Science of Success
Date: Thursday, Nov 16, 2017 at 12:00pm EST – Duration 1 hour
Featuring Angela Duckworth

Angela Duckworth presents her influential work on grit—the tendency to pursue long-term goals with perseverance and passion. She describes the predictive power of grit for performance in a variety of fascinating contexts.

Talent and Organizational Development
U.S. Department of Health and Human Services
330 C Street SW, Suite 2100 Room 2000
Washington DC, 20024
Phone #: (202) 260-1903
Email: tod.communications@hhs.gov

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