This one-day course is about identifying, meeting and supporting stakeholder and customer requirements. Delegates will identify their customers’ needs and desires; plan to deliver excellent services to ensure customer satisfaction; and prepare a case to improve customer satisfaction.

By the end of the course you will be able to:

Create an industry-leading experience throughout the customer relationship lifecycle

Drive customer satisfaction by matching customers’ desires & needs

Prepare a case to support a change to meet customer needs


Customer relationship management
Customer relationship lifecycle
Managing the customer experience

Customers and their needs
Identifying customers and what they want
Meeting customer requirements
Ensuring customer satisfaction
Planning your work to satisfy customer needs

Dealing with concerns and complaints
Listening with empathy
6 step framework for dealing with complaints
Avoiding common pitfalls

Continuous improvement
Making recommendations for improvement
Making a case for change


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