Customer focus

About the training:

Everyone has good/bad experiences in being a customer. It is not enough to take your own experiences as a starting point for determining what good/bad service is. Every human being has different expectations en it is an art for a customer serviced organisation to recognise and identify the needs of your customer and meet these.


Learning about and using techniques to help your customer in a friendly and professional fashion


8 hours


  • What does customer focus mean to you and what does it mean for your customer?
    • Attitudes and skills: assertiveness, listening skills,…
    • Structuring a client oriented conversation
    • Transferring a professional client centered image
  • Difficult situations*
    • Customer complaints
    • Long waiting times
    • Admitting to and solving errors

* during the exercises we will be using a video camera and an actor to strengthen the learning process