Eagle's Flight

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CRAFTING A COMPETITIVE ADVANTAGE

“HOW WILL MY ACTIONS IMPACT OUR CUSTOMERS?”

CULTIVATE A CULTURE OF INTENTIONAL CUSTOMER EXPERIENCE IMPROVEMENT

Customer service is reactive; at Eagle’s Flight, we champion a proactive approach - Customer Centricity.

This philosophy combines culture and targeted skills to create exceptional customer experiences. It requires everyone’s active commitment, with each employee’s mindset and behavior shaping a customer-centric culture.
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Our approach to customer centricity

CUSTOMER CENTRICITY
IN ACTION™

Great customer service is no longer a competitive edge.

In today’s fast-paced, competive market with constant feedback, every employee must ask, “How do I impact the customer in my role?”. This question shapes your customers’ journey and experience. The true competitive advantage now lies in employees striving to enhance that journey, going beyond basic service.
BUILDING BLOCKS OF
SERVICE EXCELLENCE
FOR ALL CUSTOMER
FACING EMPLOYEES
PUTTING THE
CUSTOMER FIRST
FOR ALL EMPLOYEES
LEADING A FOCUS
ON THE CUSTOMER EXPERIENCE

FOR ALL LEADERS
CULTURE TRANSFORMATION
24-36 MONTHS
See detailed program map
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EXPERIENTIAL PROGRAMS
TAILORED TO YOUR JOURNEY

BUILDING BLOCKS OF
SERVICE EXCELLENCE:

FOR ALL CUSTOMER FACING EMPLOYEES
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PUTTING THE
CUSTOMER FIRST:

FOR ALL EMPLOYEES
Learn more

LEADING A FOCUS ON THE
CUSTOMER EXPERIENCE:

FOR ALL LEADERS
Learn more
Ready to soar?

DOWNLOAD OUR CEO’S BOOK
ON BEING CUSTOMER FOCUSED

CUSTOMER CENTRICITY:

A PRESENT AND FUTURE PRIORITY
BY: PHIL GELDART
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Pavel Galantsev
Group Training Manager Marketing & Sales Corporate Direction of Customer Experience MICHELIN GROUP
This program was exceptionally well-designed, pilot phase has confirmed strong impact on participants in intention to change attitudes / behaviors with applying specific personal actions to positively influence customer satisfaction. They helped us to train local ambassadors across the globe to make Customer Centricity attitudes part of our culture.

We look forward to continuing our successful partnership with EF in the future.

Thank you again for your outstanding work.
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At the heart of the program are the principles of service excellence; designed based on research and interviews with individuals in the service industry.

These principles define behaviors that, when applied, create service excellence in each and every service interaction.

Each block represents one principle of service.

Each principle defines specific behaviors that contribute to service excellence.

The Building Blocks of Service Excellence™ brings these principles to life – what they mean, what they look like, what they mean to service interactions, and how your employees can bring them to life in your day-to-day interactions with customers.

At the heart of the program are the principles of service excellence; designed based on research and interviews with individuals in the service industry.  ​

These principles define behaviors that, when applied, create service excellence in each and every service interaction.  

​ Each block represents one principle of service.  ​

​ Each principle defines specific behaviors that contribute to service excellence.  ​

The Building Blocks of Service Excellence™ brings these principles to life – what they mean, what they look like, what they mean to service interactions, and how your employees can bring them to life in your day-to-day interactions with customers.  

Leading A Culture of Customer Centricity™

With the understanding and skills gained from our Customer Centricity in Action™ program rooted across your organization, your leaders can now turn their attention to this leadership program designed specifically to provide leaders with the behaviors needed to drive a customer centric organization.

Inspire Leaders to Lead with a Passion for the Customer.

This program provides leaders with the mindset and tools to lead with a focus on the customer. Leaders will see the critical role that they play in creating the working conditions and environment where employees can express their ideas, opinions and suggestions around customer-centric opportunities freely and openly.

Key Learning Outcomes:

  • Appreciate the critical importance of CX in your organization and your role in engaging others in it;
  • Clearly understand how to unleash the power of Customer Centricity in Action™ within your team
  • Being intentional as a leader improves results;
  • Bringing the customer into every discussion and decision;