Think Customer
Virtual - Login from anywhere
07th July 2025 (1 Day)
9:00 AM - 4:30 PM GMT
Overview
Thinking like a customer is a critical element for delivering excellent customer service and building rapport and relationships with our customers. To achieve this, we must combine multiple skills and qualities to gain an understanding of the customers needs, expectations and their perspective.
The Think Customer workshop will expand on key skills, qualities, knowledge and allow discussion around delegates experiences to provide an overview of what should be considered when thinking like a customer.
“Think like a customer.” – Paul Gillin.
Course Content
During this workshop, you will cover:
- Customer Service Culture and Service Attitude
- Moments of Truth
- Managing Customer Expectations – Personal accountability and your responsibilities
- Communication skills and competencies
- Customer profiles, personas and conditions
- Quality and Interaction Management
Who Should Attend
This 1-day course is perfect for front-line IT service and support analysts within a Service Desk environment. It contains everything you need to equip analysts with the knowledge of how to deliver a brilliant customer experience through effective communication techniques, identifying customer conditions and developing interaction management skills.
Outcomes
Practical Workshop Takeaways:
- An interaction management resource
- A delegate handout containing an overview of the course
- A reference guide
- Advice and guidance from an experienced service desk and support practitioner
After the workshop delegates will be able to…
- Demonstrate a deeper understanding of the customers needs and expectations
- Utilise improved communication skills to interact with your customers
- Demonstrate a customer-focused mindset
- Ensure a continual service improvement focus for customer interactions
- Adapt your approach based on the customer condition
- Identify customer personas and roles
- Critique interactions and identify improvement opportunities
Requirements
This is not a pre-recorded webinar and you will need:
- a computer with a webcam (We ask that webcams are turned on throughout the duration of the course.)
- microphone/headset
- high-speed internet connection
- ensure you connect 15 minutes before the session starts and log-in as a guest.
To help with the set-up, please download the Adobe Quick Start Guide.
Adobe Connect only requires that you have an internet connection, and a web browser, to attend the web conference. If you have problems connecting whilst using Microsoft Edge browsers, then please try Google Chrome or Firefox.
Prefer to run this workshop in-house?
- This workshop can also be tailored for in-house delivery for focused groups or project teams at your premises or virtually.
- Find out more by visiting our bespoke and in-house training page.
Virtual - Login from anywhere
07th July 2025 (1 Day)
9:00 AM - 4:30 PM GMT
£605 each (exc. VAT)
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Added To Your Basket
Think Customer
- Virtual - Login from anywhere
-
07th July 2025 (1 Day)
9:00 AM - 4:30 PM GMT
-
£605 (exc. VAT)
What Would You Like To Do Next?
Think Customer
- Virtual - Login from anywhere
-
07th July 2025 (1 Day)
9:00 AM - 4:30 PM GMT
-
£605 (exc. VAT)
