Think Customer

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.  

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. 

During this workshop, you will cover:

1. Expectations for delivering a brilliant Customer Experience
2. Customer Experience – A Customer Experience Culture and the influence that inclusivity and neurodiversity have on this culture.
3. Service Delivery and Management – Service Attitude and Expectations
4. Communications Skills and Competencies
5. Active Listening
6. Personalisation – Adapting your communication style, Customer Profiles and Personas
7. Empathy and Emotional Intelligence (E.I.) – How can you use Empathy and EI when delivering excellent customer service in addition to using these skills to identify and respond to customer emotions.