The Customer-centric Approach
18 March 2026 | Online via Zoom, 8:00AM to 12:00PM | Php1,100.00
This course guides participants to truly understand and internalize what it means to put the customer at the center of every business decision — from frontline interactions to back-office support. Through discussions, role-plays, and real-world scenarios, attendees learn to anticipate customer needs, communicate proactively, and deliver value beyond expectations. The training helps build stronger customer relationships, drive loyalty, and foster a culture of service excellence.
Training Objectives:
At the end of this training, participants are expected to:
Understand key customer-centricity frameworks, including customer journey mapping and service behavior principles.
Apply these concepts through case analyses, service-mapping exercises, and customer-scenario group discussions.
Prepare a customer-experience improvement action plan for their individual roles or departments.
Target Participants: Client-facing Personnel and Personnel with High Interaction with Colleagues
Topics:
Principles of Customer-centricity – Explores the mindset, behaviors, and organizational values that prioritize customer needs.
Understanding Customer Journey Maps – Identifies touchpoints, service gaps, and areas for improvement.
Handling Customer Scenarios – Participants solve complaints, concerns, and service challenges through role-play.
Delivering Value Beyond Expectations – Techniques for empathy, proactive communication, and relationship building.
Customer Experience Improvement Plan – Participants identify one process or behavior they will change immediately.
Inclusions:
e-Certificates | Digital Handouts
Recommended to be taken with a series of complementary programs that includes:
Sales Masterclass: From Leads to Deals
Assertive Communication
Effective Business & Technical Writing
KISS: Concise and Coherent Communication