Customer Focus

This course is also available in-house
Course outlineDownload the course outline


In a competitive business environment your customers, internal and external, expect exceptional levels of customer service and it is this that will create lasting relationships. Giving great customer service is about understanding your customer, managing information and people and mastering efficient and productive communication. This programme provides powerful tools and a range of useful techniques that will guarantee great customer service.

In-house course 

This course can be tailored to suit your organisations needs and can be delivered as a 1 day course or in more detail as a 2 day course.

Organisations that have booked this course in-house include: Rolls Royce, BAE Systems, Amadeus, EDF Energy, Pfizer, GAI-Tronics, Friends Life, Prudential, Publicis, GDF Suez and BT. 


  • Structuring the customer experience
  • Behaviours for customer service
  • Understanding client behaviours and emotions
  • Effective communications
  • Creating lasting relationships
  • Dealing with problems
  • Motivating your team


  • Customer experience model
  • Easy to follow key behaviours