Customer Centricity

Corporate Education Group
Training overview
1 day
On-site / Company-specific
Next start date: Inquire details for price and dates information - United States of America
Start dates
Inquire details for price and dates information  (English)
United States of America
Inquire details for price and dates information  (English)

Course description

Customer Centricity

During this course, participants will experience a blend of traditional classroom training, team application activities, online research, and potential investigative exercises designed to transform experienced managers into confident advanced-level leaders. This session focuses on harnessing the power of customer centricity and using the perspective of the customer to gain a sustainable competitive advantage.

Who should attend?

This course is designed for mid-level managers and those who are managers of managers with at least four years of experience managing others.

Training Content

Learning objectives:

  • Effectively manage customer relationships.
  • Identify the metrics that matter most to your customers.
  • Remove the barriers that hinder delivering superior customer service.
  • Build strategic relationships from a global perspective.
  • Problem solve with the customer in mind.

Pre-Course Work:

Prior to the course, a prework assignment book is sent to the participants. Estimated time commitment is 2-4 hours.

Module 1: What Is Your Service Orientation?

  • Focus on the Customer vs. Transactions or Products
  • Elements of Customer Centricity
  • Customer-Centric Strategy

Module 2: The Customer Life Cycle

  • Customer Retention and Customer Attraction
  • Share of Wallet

Module 3: Determining Customer Value

  • Customer Insight — What Does the Customer Value?
  • Service Expectations
  • Customer Priorities
  • Solving Customer Issues

Module 4: Creating the Customer Experience

  • Customer Relationship
  • Feedback and Metrics

Module 5: Challenges

  • Creating a Customer-Centric Culture
  • Hiring for Success
  • Resolving Dissatisfaction
  • Building Sustainability into the Mix


Contact Corporate Education Group for pricing details.

About CEG

Corporate Education Group


Corporate Education Group (CEG) delivers talent strategies and development solutions that align with targeted business goals to transform organizational performance. From assessments to advisory consulting, program design, training delivery, and measurement, we identify the right solutions to unlock business value....

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