Customer Centricity

Learn Proven Strategies and Techniques to Exceed Customer Expectations.

Course Overview

One of the most effective and least expensive ways to market a business is through excellent customer service. Customers are an obvious requirement for doing business. The importance of customer service is very high; hence, businesses are realizing that providing a product or service alone is not enough in today’s competitive economic environment.

Each and every one of us serves customers, whether we realize it or not. Maybe you’re on the front lines of a company, serving the people who buy your products. Perhaps you’re an accountant, serving the employees by producing their paychecks and keeping the company running or maybe you’re a company owner, serving your staff and your customers.

Learning Objectives

State what customer service means in relation to all your customers, both internal and external.

Recognize how your attitude affects customer service.

Identify your customers’ needs.

Build good will through in-person customer service.

Use outstanding customer service to generate return business.

Provide outstanding customer service over the phone.

Key Features

Can be custom-tailored to customer organizational needs.

Hands-on training by an experienced senior instructor.

Course materials including hand-outs, cases studies, and learning materials.

Practice teams exercises that help trainees better understand the subject.

Phone and email support on subject related issues.

Leadership and career counselling related to the subject.

Our industry-leading training consultants have deep knowledge and specialized expertise in delivering to the highest quality standards to each individual customer we serve.


Request Course Outline

Course Duration

3 days

Who Should Attend

Customer Service Representatives
Customer Facing Employees
Sales Persons
Account Managers

Target Audience


Delivery Method

Virtual Instructor-Led
Onsite Instructor-Led



The Challenge

  1. Meeting Customer Expectations: Customers expect high-quality service, and if they don’t receive it, they may switch to a competitor. It is a challenge for businesses to meet or exceed customer expectations consistently.
  2. Maintaining Consistency: It’s essential to maintain consistency in customer service across all channels, including phone, email, social media, and chatbots.
  3. Managing High Volumes of Inquiries: Businesses receive a large number of customer inquiries every day, and it can be challenging to handle them all efficiently.
  4. Dealing with Difficult Customers: Customer service representatives often have to deal with angry, frustrated, or difficult customers. It can be a challenge to handle these customers professionally.
  5. Retaining Skilled Employees: It can be challenging to retain employees as they may be tempted to leave for better pay or other benefits. Businesses must ensure that they provide a supportive work environment.

The Solution

  1. Set Clear Service Standards: Set clear standards for your customer service team to follow. This includes things like response times, resolution times, and the quality of service. 
  2. Train Your Customer Service Team: Provide training to your customer service team to ensure that they have the necessary skills and knowledge to provide excellent service. 
  3. Use Customer Feedback to Improve: Regularly collect feedback from your customers to understand their needs, expectations and to improve your products and services.  
  4. Offer Multichannel Support: Offer customer support through multiple channels, such as phone, email, chat, and social media, to make it convenient for customers to contact you.
  5. Implement Self-Service Options: Provide self-service options such as FAQs, chatbots, and knowledge bases to allow customers to find answers to their questions.
  6. Personalize Your Customer Service: Use customer data to personalize your service and provide a more personalized experience to customers.
  7. Empower Your Customer Service Team: Empower your customer service team to make decisions and solve problems independently.
  8. Continuously Monitor and Improve: Use metrics such as customer satisfaction, response times, and resolution times to measure your performance and identify areas for improvement.

Meet the Course Trainers

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See What Trainees Say About Us

Ahmed Al-Hossany
27 April, 2022

“We would like to sincerely thank you for all the efforts and the patience you have shown in transforming us by further building our management knowledge and skills and enhancing our managerial capabilities into a responsible and focused leader of the team."

Cornelia Germishuizen
07 May, 2022

“You are perhaps the best speaker I have ever heard – and I’m not alone in my sentiments. I’m sure you are destined for international success. Farrah chose a specific topic to focus on which was relevant to our business. Her examples covered both patients and services rendered.”

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