+44 116 248 7169   amdi@absedu.co.uk



A customer focused culture can be challenging but at its core is a business model based on a detailed understanding of customers. In building a customer focused culture, organisations must look at how those that work within the organisation demonstrate the necessary values and understanding as well as how the operations and procedures meet customer needs and expectations. Successful organisations provide the service that is efficient, effective, excellent; equitable and with the customer satisfaction at the heart of everything they do.

This is a high impact workshop designed to provide the participants with new skills in the area of customer focus and engagement, thus building their capacity for delivering improved services.

Who should attend?

  • Staff in direct contact with external Customers
  • Staff from all supporting services

What they will learn

At the end of the training, participants will be able to;

  • Profile the customer categories and their characteristics
  • Understand their role in meeting the customer expectations
  • Identify customers’ real needs
  • Provide all customer information with confidence and assertiveness
  • Maximise the channels available for communication with the customers
  • Analyse their customer service processes from end to end
  • Practice consistency through the use of service quality standards
  • Handle customer complaints and objections successfully using new tools, tips and techniques
  • Maintain a positive, customer-focused attitude, even in challenging situations
  • Deliver consistent service excellence at every customer ‘touch-point’
  • Actively promote and participate in the customer-focused culture of their organisations

What it will cover

Fundamentals of a customer service excellence

  • In-depth understanding of the current and potential customer groups
  • Understanding of segmentation of the customer groups
  • Understanding organisational policy on customer service delivery
  • Implications of policy on customer service activities
  • What it means for the customer service staff
  • Standard service quality – A common service language

Understanding Customer Expectations

  • Finding out what the customers’ wants and needs really are
  • Putting customer needs first
  • Making the customer feel special and valued
  • Adding value

Developing a Customer-focused Culture

  • Aligning people, processes and systems
  • Thinking like a customer
  • Deliver bad news fast

Managing Customer Complaints

  • Why customers complain
  • Managing extreme behaviours
  • Saying no but retaining customer loyalty
  • Managing emotions

Turning Complaints into Opportunities  

  • Defusing a difficult situation
  • Demonstrating empathy - exploring options and alternatives
  • Balanced behaviour responses

Managing Angry and Abusive Customers

  • Managing the issue and not the person
  • Managing your customer’s emotion
  • Staying calm under pressure
  • Managing your stress

Ensuring Consistent Quality Service  

  • Acting on feedback from customers
  • Going above and beyond customer expectations
  • Improving organisational brand experience
  • Influencing customer loyalty

Generating Customer Loyalty

  • Listening, acting and responding to customer needs
  • Using the complaint to re-shape the 'customer experience'
  • Genuine, sincere and proactive customer service

Customer Service and the social media

  • Implication on service delivery
  • Organisation’s reputation and image
  • Getting it right first time
  • Don’t undermine individual customers

Email and Telephone Best Practice Techniques

  • Telephone and email etiquette
  • Open, read, reply and sign off
  • Common mistakes
  • Managing difficult callers and their expectations - do's and don'ts

Understanding Personal Impact - Do's and Don'ts

  • Assertive communication and influencing skills
  • Words and phrases
  • Tone of voice
  • Pace and rate of engagement
  • First time understanding

Achieving Excellence in Customer Service

  • Achieving Service delivery standards
  • Best practice checklist
  • Strong internal service collaboration
  • Your customer experience statement
  • Personal action plan