The underlying framework of the CVC workshop process was designed by an international team of customer service specialists from Scandinavia, the UK, and the U.S. as a robust service-team empowerment program. The CVC process has proved extremely adaptable and has found use in many different organizations around the world, wherever people have to refocus what they do on the value they create for their customers and take cohesive improvement action.

The CVC workshop stirs participants’ emotions and helps them to think and act like business owners around their customer issues. It pushes ownership of the customer to the front line and helps participants pick up on their customers’ preferences and build authentic relationships. This process generates credible business-improvement action plans and generates lasting business results, often exceeding service goals, revenue targets, and stakeholders’ expectations.

The workshop is available in one- and two-day formats. It can be delivered directly to client groups by Tom Peters Company specialist facilitators, or by third-party trainers and consultants who are trained and licensed by TPC.

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