Customer Centric Values


Customer Centric Values

This course aligns customer-centric service levels expected of staff, with organisational values and aspirations.

 The programme draws from key modules within two highly interactive courses that we have developed. The first was designed to inculcate the “brand ambassador” responsibilities that employees bear when representing their employers, whilst the second delivers very practical and essential skills focusing on how to serve disappointed, demanding, difficult and angry customers, with genuine care.

 Delegates will develop insight into the different types of customer demands and why customers get disappointed. They will learn the skills required to manage themselves first and then resolve customer requirements even when dealing with potentially contentious issues. 


  • How to influence perceptions to create a great first impression
  • Starting from the basics: general expectations of customers or clients
  • Organisational promises:  building trust through integrity and living up to promises
  • Authentic brand behaviour:  internal customer service matching external customer service
  • Representing the brand through communication
  • Essential telephone practices that contribute to healthy impressions of your organisation
  • Professional writing matters for a reason:  using email the right way 
  • Explore the expectations your customers have of you and your company
  • Individual expectations: explore the different types of customers and how to deal with them
  • Move your customers from seeing you as the enemy to seeing you as an ally
  • Explore how to “get behind” the real problem
  • Don’t just say sorry, get into your customers' shoes and really “see” what it is like for them


  • Understand the importance of your role as a brand ambassador
  • Heightened awareness about the customer experience within the organisation
  • How to recognise customer wants and needs
  • Build stronger relationships with customers leading to trust and loyalty
  • Ability to manage yourself in difficult situations
  • Ability to turn moments of misery into moments of magic
  • Improve problem-solving skills for customer service issues

You can view all our courses HERE

KZN Business Training Centre

Contact Details
Contact Person:
Call us on: +27 (0)31 267 1229
Contact Email:
sales [at]
Course Details
Non-Credit Bearing
Course Duration:
1 Day
Course Delivery Method:

Blended Blended

In Class In Class

Distance Distance

Presented Presented Courses

In House In-House

On Demand On Demand

Contact us at +27 (0)31 267 1229 or [email protected] and we will send your a full course outline and quotation based on your requirements
Course Fee Includes:
Our public course fee includes facilitated training, course materials, the venue, a light lunch and refreshments. Onsite training at your venue can be arranged on mutually suitable dates - please contact us to request a quotation.




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