Customer-Focused Service Skills

Our aim in the Developing Customer-Focused Service Skills programme is for participants to gain awareness of “Customer-Focused Attitudes and Behaviours”, to be able to see through the customer’s eyes, and to develop the skills to turn what they learn into behaviour. In the training we focus on the concept of the internal customer as much as the external customer. With examples from different levels and sectors, we focus on the approaches and skills participants need to fulfil the organisation’s service promise in every contact with customers.

Training content

• Your Customer Service Promise
• Who Is My Customer?
• What Does the Customer Expect?
• Always Maintaining Professional Courtesy
• When Things Get Tough

At the end of this training, participants

• Will be able to see customer-focused service management as an opportunity.

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