Each and every one of us serves customers, whether we realize it or not. Maybe you’re on the front lines of a company, serving the people who buy your products. Perhaps you’re an accountant, serving the employees by producing their paychecks and keeping the company running. Or maybe you’re a company owner, serving your staff and your customers.

The Customer Centricity Workshop will explore different types of customers and how to serve them better while improving ourselves in the process. Participants will gain a strong skillset, including in-person and over-the-phone techniques, handling difficult customers, and generating return business.

2 Days

R5000 per delegate (VAT inclusive)

• Interactive workshop with discussions, case studies, role plays, and practical exercises.

Anyone involved in customer service, client relations, or business development who wants to enhance their customer engagement skills.

1. Defining a Customer-Centric Approach

   • The importance of customer centricity in the modern age
   • Balancing a sales-centric and customer-centric approach

2. Meeting Customer Expectations

   • Adding value through timeliness, quality, and consistency
   • Understanding and exceeding customer needs

3. Taking Ownership

   • The importance of taking responsibility for customer interactions
   • Handling conflict situations effectively

4. Active Listening and Communication for Problem-Solving

   • Engaging customers with intentional listening
   • Communicating clearly and effectively

5. Probing and Applying a Consultative Approach

   • Asking the right questions to understand customer needs
   • Providing tailored solutions for customers

6. Emotional Intelligence: Managing Self-State and Overcoming Stress

   • Recognizing and managing emotions in customer interactions
   • Observing and responding to customer emotions effectively

7. Increasing Assertiveness

   • Distinguishing between assertiveness and aggressiveness
   • Using assertiveness to maintain professionalism and authority

8. Managing Various Customer Profiles and the Psychology Behind Them

   • Passive-aggressive customers
   • Situational passive-aggressive customers
   • Rude and aggressive customers
   • Handling the “angry smile”

9. Understanding the Impact of Passive-Aggressive Behavior in Customer Service

   • The negative effects on the company and customer relationships
   • The role of personality types in service interactions
   • Strategies for turning difficult customers into long-term clients

10. Role Plays & Case Studies

• Real-world scenarios from workplace customer interactions
• Practical application of customer service techniques

11. Creating a Customer-Centric Strategy for Your Business

• Developing policies and procedures that prioritize customer satisfaction
• Adapting to a rapidly changing business and market environment

• Includes:
  • Comprehensive manual
  • Certificate of attendance
  • Notepad & Pen
  • Professional training venue with delicious lunch, teas, and refreshments
• In-house Training: Available upon request