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Customer Centric Employee


Customer Centric Employee


Accredited Business Leadership
Achieving High Impact Virtual Engagements
Analyse Financial Information SAQA US252036
Business and Report Writing
Business Etiquette: Gaining That Extra Edge
Business Writing Skills SAQA US 12153
Business Writing that Works
Change Management SAQA US252021
Closing the Generation Gap
Coach Managers SAQA US252035
Communicating Across Cultures
Communication Techniques SAQA US12433
Conduct Negotiations SAQA US117853
Conflict Resolution The Definitive Approach
Contract Management
Cultural Intelligence (CQ)
Decision Making SAQA US252026
Developing High-Performance Teams
Diversity & Conflict Management
Introduction to Project Management
Inventory Management
IT for non IT Managers
Knowledge Management SAQA US252044
Leadership Essentials SAQA US120300
Manage Conflicts SAQA US114226
Manage Finances SAQA US252040
Manage Organisational Culture SAQA US252042
Manage Recruitment SAQA US12140
Manage Talent SAQA US252029
Manage Team Performance SAQA US252034
Management Development Programme Extended
Management Development Programme Shortened
Managing Diversity SAQA US252043
Managing Risk in a Unit SAQA US252025
Managing the Project Team
Managing Virtual Teams
Managing Workplace Relationships SAQA US252027
Motivating Your Employees
National Certificate in Management
Negotiating Skills for Results
Operational Planning SAQA US252032
POPIA PAIA Compliance
Presentation Skills (US13925)
Promote a Learning Culture SAQA US252041
Promoting Innovation SAQA US252020
Protecting Intellectual Property
Public Finance Management Act
Relationship Management
Risk Management (Risk Analysis)
Risk Management Bootcamp
Risk Management Bootcamp Day2
Risk Management Bootcamp Day3
The Accredited Professional Manager SAQA US252037
The Accredited Professional Supervisor
The Professional Manager
The Professional Supervisor
Time Management US-242811
Writing Reports and Proposals


Andrew Badham

Candis Angelene Cheyne Chris Moodley


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 six delegates. We remain committed to offering training that is fast, focused and effective.

Delivery Method Duration Price (excl. VAT)
Classroom 2 Days ZAR 5,500.00 Get a Quote
Live Virtual Training 2 Days ZAR 4,500.00 Get a Quote

Discounts Available

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


Download Brochure

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.


To begin the workshop we will frame the key learning objectives, communication, relationship building, and conflict resolution. We will also discuss each student's personal objectives and challenges.

Customer service

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

Customer desires

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 identifying and anticipating customer needs. 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 ensuring our company's image is well maintained and ensuring we are engaged and content in our work. We will examine 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. More importantly, we will look at what we are trying to signal to our customers with our appropriate etiquette.

Communication and Active Listening

Communication breakdown is at the heart of many conflicts. This section will instruct delegates on how to engage their customers so that they listen with intentionality and communicate their engagement well. That way, customers feel heard and fewer mistakes are made.

Telephone and Email Communication

Now that we've covered communication in general, we will cover some simple ways to improve our communication over the phone and email. We will learn to write professionally but also compassionately.

The Brain and Human Interaction

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 because it helps students to understand themselves as well as their customers

Emotions in Business

This Section will cover the four main components of intelligent emotional interactions, recognising our emotions, observing others' emotions, responding to others' emotions, and managing our emotions. We will cover quick and applicable skills to improve students' abilities in each of these domains.

Self-Esteem and Confidence

Self-esteem and confidence not only make us feel good, but they also improve our ability to communicate assertively. We will look at how we can grow this self-perception.

Increasing Assertiveness

Once we have built a foundation of confidence, we will begin to communicate with 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

The best way to deal with conflict is to know where it's coming from. We will begin the session by understanding what causes conflicts to begin or escalate. Then, we will use the method of blending and redirecting to manage conflict and work towards common goals.

Dealing With Difficult People

Difficult people are not necessarily bad people. We will first understand why people can behave in difficult manners so that we can empathise and address the real issues. Delegates will identify potential causes and solutions to a variety of difficult behaviours.

Managing customer calls

After discussing some strategies for dealing with difficult calls, delegates will begin to roleplay with their new skills. This will give them an opportunity to demonstrate their skills and receive feedback.

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

To apply for a booking, click on the relevant "Book Now" button below.
Note: places are only fully secured once payment has been made.

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 six delegates. We remain committed to offering training that is fast, focused and effective.

Start Date End Date Branch Status  
Thu 16 May 2024 Fri 17 May 2024 Fourways Provisional Enquire
Thu 11 Jul 2024 Fri 12 Jul 2024 Fourways Provisional Enquire
Thu 5 Sep 2024 Fri 6 Sep 2024 Fourways Provisional Enquire
Thu 3 Oct 2024 Fri 4 Oct 2024 Fourways Provisional Enquire
Thu 28 Nov 2024 Fri 29 Nov 2024 Fourways Provisional Enquire
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