Vision, Energy, and Passion to Serve

Duration: 6 sessions of 2.5 hours each

Delivery methods:

  • Self-discovery and critique
  • Group exploration and facilitator led discussions
  • Game based learning¬†
  • Practical exercises
  • Best practice theory exploration


A customer focus puts your customers at the top of your priorities list. When you put your customers into the heart of your business, you make customers part of your service culture. This is a core concept in this high energy workshop. Participants will become more flexible and inspirational communicators able to engage customers and to deliver world class customer care with energy and commitment.

Course objectives:

  • By the end of this training course participants will be able to:
  • Explain how their role is instrumental in creating a high performance customer focused environment.
  • Realign their thinking about customer complaints.
  • Describe the opportunity that exists to develop increased lifetime value from even the most challenging customer situations.
  • State the attitudes, skills, and knowledge required to be a professional customer care representative
  • Explain the importance of measuring and benchmarking service and the value of a lost customer
  • Create stronger connections with customers.¬†
  • Explain the basics of customer psychology, rapport building, and adapting their communication styles for positive customer interactions.

Course outline:

Module 1: What Do Customers Want?
Module 2: This Thing Called Loyalty
Module 3: Measuring Customer Satisfaction
Module 4: Having the Right Skills and Attitude
Module 5: Value of a Complaint
Module 6: Customer Service Techniques

Target audience:

Customer service staff and professionals at all levels