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Customer Centric Employee




Your employees are the heart and face of your business to your clients. How they treat and respond to your clients is essential for your business and builds your organization's reputation and the value of your brand. So how do we motivate employees to care about the client? We equip and train them to understand the importance and dynamics of customer-centricity. This is a condensed course focusing on the best elements of our Customer Service Essentials Course combined with best practices in Conflict Resolution, Communication Strategies, and Emotional Intelligence. This course utilizes strategies to build employee self-motivation to offer world-class service. This course is a great team-builder for customer service teams who are a bit tired and need some fresh perspective.

This two-day workshop covers:

  • Understanding your emotional triggers and how we behave socially from a cognitive perspective
  • Defining Who Your Customer Is
  • Meeting customer expectations and owning the problem
  • Basic business and email etiquette
  • Communication skills for better listening when in conversation and on calls
  • Skills for handling difficult and upset clients and handling conflict better
  • Managing your own emotions and stress levels
  • Being customer-focused

Delivery Methods

Leading Training is focusing on providing virtual training courses for the foreseeable future and will only consider in-person and classroom training on request, with a required minimum group size of four delegates. We remain committed to offering training that is fast, focused and effective.

Delivery Method Duration Price (excl. VAT)
Fulltime 2 Days R 4,598.00
Webinar 2 Days R 3,698.00

Discounts Available

Save up to 10% by booking and paying 10 business days before the course.


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Information may change without notice.


Customer service teams, call centre personnel and any front line person or team in a business who need to understand the importance of who your customer is and how to keep them connected and happy.


Any experience in dealing with customers is useful but not necessary. Business experience is important.

Course Outline / Curriculum

You will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.

Learning Objectives

To begin the workshop we will frame the key learning objectives, communication, relationship building, and conflict resolution.

Defining Customer Service

The first session aims to get the delegates thinking about why customer service is valuable for both the company and the employee.

The Basics Of The Brain You REALLY Need To Know About

This section gives a basic understanding of human social dynamics, why we do what we do, and why we feel what we feel. This is an extremely important foundation for the rest of the course

Who Are Your Customers?

In order to give the best service possible, we need to make sure we know who our customers are. We will look at some basic ways of anticipating customer needs.

Meeting Customer Expectations

We will look at how great Service can add value to Customers in the areas of, timeliness, quality and consistency.

Taking Ownership

Taking ownership is important for making sure we are engaged and content in our work, as well as making sure our company's image is maintained well. We will look at how important this concept is in conflict situations with customers.

Business Etiquette

There are a few basic guidelines to follow regarding, greetings, conversations and appearance, which we will cover.

Active Listening and Communication

This section will instruct delegates on how to engage their customers so that they listen with intentionality and communicate their engagement well.

Telephone and Email Etiquette

We will cover some simple ways to improve our communication over the phone as well as looking at some basic telephonic etiquette.

Emotions: Sometimes We Have Them, Sometimes They Have Us

This Section will cover the four main components of intelligent emotional interactions, recognising our emotions, observing others' emotions, responding to other's emotions, and managing our emotions.

Self-Esteem and Confidence

Self esteem and confidence do not only make us feel good, they also improve our performance. We will look at how we can grow this self perception.

Increasing Assertiveness

Many people find it difficult to be assertive and others find it difficult to distinguish that from aggressiveness. We will look at the very physical differences that distinguish assertiveness and aggressiveness.

Conflict Management

This session will use the method of blending and redirecting to manage conflict and work towards common goals.

Managing the Talkative Caller

We don't want to discourage communication with our customers. This section discusses dealing with these callers gently.

Dealing With Difficult People

In this section delegates will have an opportunity to work through scenarios with different difficult callers.

Problem Solving

We will learn the basic concepts of getting to the bottom of a problem and addressing it.

Doing Your Part Well

This section will recap a few of the concepts covered already and remind the delegates that good service is an individual value.

Dealing with Stress

We will end the session with a very applicable mindfulness practice which delegates can use to control their stress levels.

Schedule Dates and Booking

There are currently no scheduled dates.

Please note that this course needs a minimum of 6 delegates to schedule a course. You can choose to be added to the waiting list by clicking the button below and we will contact you when we have enough delegates interested. Should we not get enough delegates, we will refund or credit your paid booking.

Add me to the waiting list

Should you need this course urgently, the following options are available:

  1. Pay for 6 delegates (whether you have them or not) and we will schedule the course as soon as possible.
  2. If you have fewer delegates and cannot pay for 6, we can negotiate a shortened course where some of the time will be spent in blended learning - watching videos and doing tutorials and exercises with some contact time with the trainer. We would want to discuss what your core needs are so that we cover those aspects. You need to have paid for 3 delegates at least.