Customer Centricity
Placing the customer at the center of everything we do.
1. Course Information
Code: SCC05
Learning Objectives:
Understand the importance of customer-centricity
Develop customer personas and insights
Design seamless customer experiences
Align teams and foster a customer-centric culture
Measure and continuously improve customer-centric strategies
Target Audience (who should attend): Business Owners, Frontliners, Customer Service Teams, Marketing and Sales Professionals, Product Managers and Designers, Leaders and Managers.
Training Methodology:
Instructor-Led Sessions
Participant-Centered Learning
Role-Playing Exercises
Case Studies
Table Group Discussions
Customer Journey Map
Target Competencies:
Create detailed customer personas and gain insights into customer behavior, needs, and expectations.
Skills to map and optimize customer touchpoints, ensuring a seamless and satisfying customer experience at every stage.
Apply empathy in customer interactions, fostering stronger emotional connections and improving customer satisfaction.
Align teams, break down silos, and create a unified approach to customer-centricity across the organization.
Measure customer-centric strategies using key performance indicators (KPIs), analyze feedback, and implement continuous improvements
Language: English
Category: SCC - Sales and Customer Centricity
Certificate From: Certificate of Completion from EMIC Training
Course Venue: TBD
2. Course Outline
Day 1: Building a Customer-Centric Mindset
Module 1: Introductions and a Bit About Learning
Welcome and program expectation management
A Bit About Learning and Game: “face-2-face”
Module 2: Table Discussion - Top Issues Being Raised by Customers
Table 1: Long waiting time
Table 2: Poor customer service and interaction
Table 3: Lack of updates and delay in processing customer’s requests
Module 3: Understanding Customer Centricity
Customer psychology and expectation management
Exploring customer behavior through the DISC Framework
Case Study (Part I)
Day 2: Relationships and Handling Difficult Scenarios
Module 4: Effective Communication Skills for Customer Centricity
Verbal and non-verbal communication techniques
Active listening and empathy in customer interactions
Role-Playing and Exercises to Apply Communication Skills
Case Study (Part II)
Module 5: Problem-Solving With the Customer in Mind
Strategies for resolving customer complaints and challenges
Interactive exercises for practicing problem-solving and de-escalation
Module 6: Handling Difficult Situations
The 6 Pillars to Customer Centricity
De-escalation techniques and handling irate customers
Role-Playing: Handling Difficult Customer Scenarios
Module 7: Problem-Solving With the Customer in Mind
Strategies for resolving customer complaints and challenges
Interactive exercises for practicing problem-solving and de-escalation
Case Study (Part III)
Day 3: Advanced Practical Skills and the WOW Factor
Module 8: Providing Value Through Selling
Customer value perception
Understanding the Unique Value Proposition
The 4 types of salespeople and how to become the “problem solver”
Handling sales objections
Module 9: The Customer Value Chain and the WOW Factor
Understanding of customer personas and buying journey
Identifying key touchpoints
Mapping the customer journey with known delights and frustrations
Creating and presenting a WOW Factor
4. Registration and Payment Terms
Price: BHD 525.-
Registration Deadline: 3 business days from the training date
Payment Terms: 50% Deposit: Required to confirm registration. Remaining 50%: Due at least 3 business days before the training date.
Payment Methods: Accepted methods include bank transfer, online payment (via a payment link), or check.