Course Overview on The Customer-Centric Employee 1-Day Intensive Workshop
Designed for busy teams who need results fast, this 1-day workshop distils our full 2-day Customer-Centric Employee course into its most essential, high-impact skills.
Delegates will explore what great customer service really looks like, how to read and anticipate customer needs, and how to take ownership of every interaction.
Through practical techniques in etiquette, phone and email communication, and conflict resolution, participants leave with tools they can apply immediately to build stronger customer relationships and a more confident, professional team.
What You Will Learn
By the end of the workshop, delegates will be able to:
- Explain why customer service matters — both for the business and for their own role satisfaction
- Identify and anticipate customer needs around timeliness, quality, and consistency
- Take ownership of customer interactions, particularly during conflict
- Apply professional etiquette in greetings, conversation, and appearance
- Communicate clearly and compassionately over phone and email
- Recognise the root causes of difficult behaviour and respond with empathy and practical solutions
Delivery Methods
| Delivery Method | Duration | ||
|---|---|---|---|
| 1 days | Get a Quote | ||
| 1 days | Get a Quote |
Discounts Available
Save up to 10% by booking and paying 10 business days before the course.
Brochure:
Audience
This workshop is suited to any employee who interacts with customers, clients, or the public, including front-line service staff, receptionists, account managers, retail and hospitality teams, call centre agents, and support staff.
Pre-Requisites
Any experience in dealing with customers is useful but not necessary. Business experience is important.
Course Outline / Curriculum
What is Customer Service?
The first session aims to prompt delegates to consider why customer service is valuable to both the company and the employee.
Understanding 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.
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.
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.
Schedule Dates and Booking
There are currently no scheduled dates.