Think Like a Customer

Customer service has changed with customers demanding more, faster and better. Sales people need to be able to think like a customer and develop a more empathic approach to servicing the customer, building brand loyalty and customer lifetime value.

Course Description

While many companies promise to deliver an incredible customer experience, some are better at delivering than others. This two-day course is designed around six critical elements of customer service that, when the company lives them, bring customers back to experience service that outdoes the competition.

This 2 day course is ideal for 7-15 participants per session although larger groups can be accommodated with an additional facilitator. The course is highly interactive and stimulates a new perspective on how to master customer service fundamentals for a more demanding customer.

Participants will explore the six critical elements of customer service in the context of today's business environment. When companies live these six critical elements customers will return to a service quality that outdoes the competition.

Course Objectives

By the end of this program, participants will:

  • Demonstrate a customer service approach
  • Understand how your own behavior affects the behavior of others
  • Demonstrate confidence and skill as a problem solver
  • Apply techniques to deal with difficult customers
  • Make a choice to provide customer service

Target Audience

The course is designed for customer service managers, supervisors and representatives and any customer facing service employees in any department in the organization.

Deliverables and Outputs

  • The course is delivered by an expert facilitator experienced in making the learning relevant and real to the participant
  • Interactive exercises which stimulate skills development, discussion and reflection all in a safe space where participants can practice, make mistakes and learn with expert support
  • Specialized participant guide and course materials provided to all participants
  • All receive a personalized certificate of completion

All courses can be customized to meet organizational needs. To learn more about how this course might be customized for your needs, please schedule a time to talk.


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