An Intensive 5-Day Online Training Course

Building a Customer-Centric Service Culture

The Key to Driving Superior Performance


29 May - 02 Jun 2023 Live/Online US $ 3950 Enroll now
30 Oct - 03 Nov 2023 Live/Online US $ 3950 Enroll now

Satisfying our customers is essential, whether they are internal or external customers. To do this we must focus all our activities on delighting our customers; that is becoming Customer-Centric. Organisations understand the values of becoming customer-centric, but the transformation is challenging. The change must start internally, how we work with other employees.

This highly engaging Building a Customer-Centric Service Culture online training course demonstrates how to measure the current level of customer centricity by better understanding your customer experiences and requirements; and reinvent your brand and culture to deliver the perfect customer service experience. This will both challenge and excite delegates, inspiring them into action having experienced the power of customer-centric thinking. The online training course will also disclose The Building Blocks for a Customer Centric Service Culture and how delegates can strengthen their own customer culture and influence that of other functions. Superb service is delivered by people to people – even in this age of high technology. All delegates will leave the course with a challenging but realistic personal plan to drive a customer centric service culture across their area of responsibility.

Delegates attending EuroMaTech’s Building a Customer-Centric Service Culture online training course will develop the following competencies:

  • How to measure the level of customer centricity
  • What the perfect customer service experience looks like for your customers
  • How to utilise Customer Journey Mapping
  • Development of Brand Values and Behaviours
  • How to Implement the Building Blocks for a Customer Centric Service Culture
  • How to perform on-brand through recruitment, training, support and discipline
Training Objectives  

EuroMaTech’s Building a Customer-Centric Service Culture online training course aims to help participants achieve the following objectives:

  • Improve the customer experience within their organisation
  • Help develop a customer-centric service culture
  • Develop, implement, train and monitor brand experience behaviours
  • Challenge how customer centricity is delivered by existing strategy and how it drives superior performance
  • Develop a customer-focused mindset for continuous improvement
  • Produce a personal service improvement action plan
Who Should Attend? 

The Building a Customer-Centric Service Culture online training course is essential for all management, supervisory staff and professionals who wish to understand about this exciting subject and help to build a Customer-Centric Service Culture in their own organisation. This online course is suitable to a wide range of professionals but will greatly benefit:

  • Function and Department Heads
  • Supervisors
  • Customer Service Managers
  • Customer Service Team Leaders and Supervisors
  • Account Managers
  • Sales Managers
  • Marketing Professionals
  • Customer Service Professionals
  • Sales Account Managers
  • Sales Professionals
Training Methodology  

The Building a Customer-Centric Service Culture online training course will use a variety of proven adult learning techniques to ensure maximum understanding, comprehension and retention of the information presented. This includes delegate participation through a combination of group discussion, practical exercises, videos, role-play sessions, case studies, breakout sessions and other activities. The comprehensive course manual has been designed to be practical, easy to use, and facilitate learning as well as being a useful future reference.

Training Summary

This EuroMaTech online training course provides the roadmap as well as the practical insights, tools and frameworks necessary to build a Customer-Centric Service Culture and shows delegates how to measure progress in improving customer experience and overall performance. All delegates will discover that in customer-centric organisations, leaders and employees across the organisation ensure that all their business decisions are on-brand and support the creation of customer value.

Day 1 : Understanding Your Customer Experience
  • Defining your current customer service culture
  • Measuring the level of customer centricity
  • Intuition is not acceptable. Decisions must be made using quantitative data
  • How does your organisation rate on customer centricity? Do your customers agree?
  • What does the perfect service experience look like for your customers?
  • Customer Journey Mapping – key to understanding your customer’s experience
  • Practical- self-assessment
Day 2 : Reinventing Your Customer Experience
  • Primary and secondary motives for the new culture
  • Vision and Values – empty words?
  • Developing Brand Values and Behaviours that determine how you do business with your customers and how your employees are managed
  • The path to customer satisfaction, retention, advocacy and sustained revenue growth
  • Measure customer centric culture progress against set targets
  • Role Modelling the desired behaviours
  • Building and maintaining customer and employee trust
Day 3 : The Building Blocks for a Customer-Centric Service Culture
  • Communication:
    • Starting with vision and values
    • Communication consistency to build trust and passion
    • Share feedback – customers, suppliers and employees
    • Communicate how you are acting on feedback
  • Skills:
    • Examining competency requirements
    • Ensure proficiency in technical and soft skills
    • Using good judgment in all situations – always do right by the customer
  • Accountability
    • What gets rewarded gets done
    • Developing and aligning to culture and feedback metrics
    • Risk tolerance and penalties
  • Systems
    • Making it easier and nicer for customers to use your solutions
    • Customer centric policies, procedures and tools
    • You need more than CRM, on its own CRM will fail
    • Using technology to share customer stories
    • A robust customer complaint system
Day 4 : Helping Your Employees to Deliver Superb Service
  • Identify employee competencies that directly reflect brand values
  • Getting the right people in place with the personality to match the desired culture
  • Redesign and conduct recruitment and induction programs that reflect the customer centric vision, values and strategies
  • Train, support, reinforce and discipline – soft skills, customer service expectations and core values
  • Everyone must participate in the training, including leaders
  • Customer centric workshops facilitated by senior leaders
  • Facilitating cross-functional collaboration
Day 5 : Actions for You and Your Team to Become More Customer Centric
  • Drive a customer experience culture across your area of responsibility
  • Identify and implement significant changes in customer experiences
  • Empower everyone to be a customer service leader
  • Create customer advocates
  • Develop visual tools to constantly reinforce brand values and behaviours
  • Act on feedback through Service Improvement Action Teams
  • Personal service improvement action plan
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