Customer-Focused Working and Customer Satisfaction course
In this course you learn how to work with a customer focus. You recognise customer needs more quickly, respond to them effectively and handle difficult conversations smoothly, so that customers remain satisfied.
NRTO quality markFree cancellation up to four weeks before the start, so feel free to book now.
In brief. Customer Focus and Customer Satisfaction is a 2-day classroom course. You can take it in Amsterdam, The Hague, Rotterdam and Groningen, among other locations, or online, in a group of no more than 8 participants. The price is EUR 1250,- excl. VAT per participant, including course materials, lunch on location and a certificate of attendance. For a team or department we also run this course in-company.
- A practical course with plenty of room to practise
- A maximum of 8 participants and personal attention
- Programme tailored to your learning objectives
- Directly applicable in your day-to-day customer contact
- Personal action plan to take forward
Your trainer: Rob, Michaela, Joris or Garbrand 824 evaluations in total, averaging 8,7. View the trainers
Customers expect more than a polite answer. They want to feel that you are listening, thinking along with them and actually sorting something out for them. In this course you work on exactly that attitude and on the skills that go with it.
Description
Customers choose organisations that understand what they need. A personal approach and the right service make the difference between a satisfied customer and a customer who looks elsewhere. That calls for listening carefully, thinking along actively and taking control by presenting feasible solutions.
During this course you practise conversation techniques, learn to recognise different customer types and discover how to create win-win situations. You work on a proactive attitude that connects customer needs with business objectives.
You will go home with practical tools, a personal action plan and more enjoyment in your customer contact, even when things get tense.
Topics
- Your personal role and qualities in customer contact
- Internal and external customer focus
- Communication and conversation techniques
- Thinking from the customer's perspective
- Recognising customer needs and motivators
- Body language and posture
- Picking up on subtle signals
- Taking the initiative and staying in control
- Building a working relationship with the customer
- Structuring conversations
- Guiding decision-making processes
- Presenting solutions clearly
- Working with different customer types
- Dealing with difficult situations
- Do's and don'ts in customer contact
- Reflection and personal action plan
Result
After this course you feel more confident in customer contact and you know how to recognise the needs behind a question. You conduct conversations with more structure, steer smoothly towards solutions and stay in control, even when a customer is critical or emotional. You have a personal action plan that you can put to use in your work straight away.
Target audience
This course is suitable for anyone who is regularly in contact with customers at work and wants to take a step forward. Think of staff in customer service, internal sales, reception, sales, support and account management, but also anyone who serves colleagues internally as customers and wants to improve that cooperation.
Teaching method
You work in a small group of no more than eight participants, so there is room for personal attention. Before the course, the trainer discusses your learning objectives in an intake and tailors the programme accordingly.
The course has an active set-up. You practise with realistic situations from your own work, receive feedback from the trainer and the group, and alternate theory with practical exercises. The atmosphere is safe, so you can calmly experiment with new behaviour.
Prior knowledge
You do not need any specific prior knowledge. Work experience in a role involving customer contact will help you apply the material straight away.
Practical information
- Number of days
- 2 days
- Course times
- from 10 am to 5 pm
- Teaching hours
- 12 hours
- Education level
- Suitable for all levels
- Preparation time
- None
- Included
- Course materials and lunch on site
- Certificate
- At the end of the course you will receive a certificate of attendance
- Cancel
- Free up to four weeks before the start (cancellation terms)
Language
The course is given in Dutch as standard. The trainer speaks English. English-language course materials can be used. If at least 3 participants register, the course can also be given entirely in English.
In-company
Would you like to organise this training for a whole group or several groups? This can be cost-effective. For example, we can tailor the content entirely to your organisation, and training a whole group is also cheaper.
Are you looking at large numbers of participants or a complete academy? That involves a great deal. Consider planning and communication, for example, or identifying and agreeing the objectives and content of the training. Or differences in level, feedback mechanisms and safeguarding. Fortunately, Learnit has extensive experience in this field (more than 25 years) and we are happy to help you through this process.
Request a quote More about Customer Focus and Customer Satisfaction in-company
All start dates
2 training days. In order of date.
- Tue 3 & Wed 4 November 2026 Amsterdam · 10:00–17:00 Enrol
- Tue 3 & Wed 4 November 2026 Online · 10:00–17:00 Enrol
- Tue 24 & Wed 25 November 2026 The Hague · 10:00–17:00Free cancellation until 27 October Enrol
- Thu 17 & Fri 18 December 2026 Rotterdam · 10:00–17:00Free cancellation until 19 November Enrol
- Thu 4 & Fri 5 February 2027 Amsterdam · 10:00–17:00Free cancellation until 7 January Enrol
- Thu 1 & Fri 2 April 2027 Groningen · 10:00–17:00Free cancellation until 4 March Enrol
- Thu 1 & Fri 2 April 2027 Zwolle · 10:00–17:00Free cancellation until 4 March Enrol
No suitable start date? Send us a date request, and we'll look at the options together.
This course for your team?
Plan your own group on a date that suits you, at your office, at our premises or online. We tailor the content to your day-to-day work, and training a whole group is cheaper than individual bookings.
- Your date and location
- Tailored content
- Multiple groups or an academy are also possible
- More than 25 years' experience
The trainers for this course
Ratings from participants after completing their course, across all courses by this trainer.
Rob
Trainer in communication and leadership 8,6 from 346 evaluations
Michaela
Trainer communication and personal development 9,1 from 264 evaluations
Joris
Trainer in communication and leadership 8,6 from 129 evaluations
Garbrand
Trainer in communication skills and leadership 7,8 from 85 evaluationsWhat others say about this course
Customer-focused Working and Customer Satisfaction course: average 8.6 from 21 reviews
“We are a small service company and we found the course good. The content of the course was a refresher for the memory.”
“An instructive course that can be applied not only in your working environment, but also in everyday practice.”
“Very good. I had a very intensive course focused on my own stumbling blocks.”
“Received a lot of information and learnt a great deal. Very applicable in practice! Recommended.”
“I think the courses are important, they keep you sharp on the work floor, otherwise things go on autopilot and we don't want that in our organisation”
“I took the private course 'Customer-Focused Working and Customer Satisfaction'. Thanks to the one-to-one way of teaching, all the issues we encounter in our daily work were covered. In effect a tailor-made course, highly instructive and valuable.”
“A very well-organised course given by a highly motivated Michaela. Learning to listen during a conversation and then following through with conversation techniques is covered very well. There is also plenty of time for presentation and a good build-up from the theory of customer-focused working to customer satisfaction. You reach the stage of conscious competence. I would recommend this course as personal training.”
“Very interesting topics on customer focus, thoroughly enjoyable and instructive. The course is delivered in a very enjoyable and interactive way.”
“Enthusiastic trainer and learnt a great deal about the ways in which we communicate and how to tackle certain matters properly.”
“Very instructive! You get to see yourself through a different lens :)”
“It's good that the content of the course is adapted to the needs of the participants.”
“The course is well set up and flexible to the clients' wishes. The intake is a good example of this: no fixed schedule, but based on the participants' wishes (and needs).”
“A very interesting, instructive and interactive course! A good combination of theory and practice. Training 'together', with theory from the trainer and plenty of practical examples from the participants. Very enthusiastic!”
"A very interesting, engaging and surprising course."
“An enjoyable, light-hearted and instructive course. It is delivered in an entertaining way and the trainer does a great job.”
“Very pleasant coach, clear material, good structure to the course. Also a very pleasant alternation between theory and practice! Beautiful location!!! This from a very satisfied participant.”
“Interesting course. Of course everyone knows quite a lot about customer satisfaction, but my aim was to make things stick within a company as well. The trainer came up with good examples that we can use in our own company. She also gave a useful tip: the book "het grote werkvorm boek" by Sasja Dirkse and Angela Talen. It helps you to explain things in a lively way.”
“I experienced the course as something useful that I can also apply in my personal life. The steps the trainer takes are logical. And easy to remember. He even came up with examples in which we did not realise ourselves that we were already going along with his story. All in all it was a good course! Recommended if you are looking for a course on customer-focused and customer-friendly working.”
"The topics discussed are recognisable from the workplace, but the course goes into them in more depth. The theories covered are useful and handy to know as background information. I picked up plenty of practical tips to use in my day-to-day work. In short, an enjoyable course that anyone can apply."
“Exactly the essence of selling!”
“A very enthusiastic trainer who delivered a good course. I learnt a great deal from the course and it led to new insights. Definitely worth repeating!”
"A very instructive course that is largely tailored to individual learning objectives. Very useful in practice."
“In the course, the use cases are adapted to actual situations and needs. My team has learnt to reflect on themselves first and to take another person's world of experience into account before acting. Difficult customers no longer exist as far as we are concerned!”
“The interaction with the participants was very good! I am very satisfied with the course, the venue, the trainer and Learnit as an organisation.”
“In short: excellent!”
Training formats
Classroom
2 days€ 1250,-- Pleasant venue with a good trainer
- Small groups
- Inspiring and motivating
In-company
Bespoke trainingOn request- 100% for your group
- Bespoke training
- At your place or ours
Workshop
Up to 4 hours for groupsOn request- Suitable for events
- Interactive and inspiring
- Large groups too
Private training
At our place or yoursOn request- 100% just for you
- Achieve a lot in little time
- Whenever you want
Frequently asked questions
Can I cancel free of charge?
Yes. Up to four weeks before the first day of the course you can cancel free of charge, without giving a reason. You then receive a credit note or, if you have already paid, a refund. If you cancel later, you pay part of the course fee: 25% between four and two weeks before the start, 75% in the two weeks before it and 100% in the final week. Moving to another start date is free of charge up to two weeks before the start, after that 50%. Sending a colleague in your place is always possible. Read the cancellation terms.
What will you learn in the Customer-Focused Working and Customer Satisfaction course?
You learn how to really understand customers, recognise their needs and respond to them appropriately. You practise conversation techniques, learn to recognise different customer types and discover how to stay in control in difficult situations. At the end you have a personal action plan for your own work.
Who is this customer-focused working course intended for?
The course is suitable for anyone who deals with customers regularly at work. Think of staff in customer service, internal sales, sales, reception, support and account management. Even if the customers you serve are mainly internal colleagues, you will find plenty here to suit you.
Do I need any prior knowledge for this course?
No, you do not need any specific prior knowledge. Work experience in a role involving customer contact helps you to apply the material directly in practice, but it is not a requirement.
How large is the group during the course?
We work in small groups of no more than eight participants. This leaves ample room for personal attention, individual feedback and practising with situations from your own work.
Do I receive a certificate on completion?
Yes, afterwards you will receive a Learnit certificate of participation. You will receive it if you have attended both course days and taken an active part.
Is the programme tailored to my work situation?
Yes. Before the course there is an intake in which you discuss your learning objectives and working situation with the trainer. On that basis we tailor the programme, so that you work specifically on what matters to you.
What is the difference between customer-focused working and being customer-friendly?
Being customer-friendly is about how you treat a customer: friendly, polite, helpful. Customer-focused working goes a step further. You look into what the customer really needs and adapt your working methods, your communication and your solutions accordingly. Being friendly is one part of it; customer-focused working is the broader attitude.
How do you deal with a difficult or angry customer?
Start by listening and acknowledging what the customer is experiencing, without immediately becoming defensive. Summarise what you hear, ask clarifying questions and then focus on a workable solution. Stay in control by making clear what is and is not possible. During the course you will practise this extensively using situations from your own working practice.
Why is customer satisfaction important for an organisation?
Satisfied customers stay with you longer, buy again more often and are quicker to recommend you to others. That is cheaper than constantly attracting new customers. Good customer contact also provides valuable information about what could be improved in your products, services and processes.
What are the most important skills for customer-focused working?
The core lies in listening carefully, asking follow-up questions, putting yourself in the customer's position and communicating clearly. It is also important that you take the initiative, stay in control and can present solutions that work for both the customer and your organisation. Recognising different customer types also helps you to adapt your approach.
How do you measure customer satisfaction in practice?
Commonly used methods are the Net Promoter Score (NPS), customer satisfaction surveys after a point of contact and the Customer Effort Score, which measures how much effort a customer had to make. In addition, complaints, compliments and conversations with your customer service team often provide valuable signals that figures do not always capture.
What does the Customer-Focused Working and Customer Satisfaction course cost?
You can find the current price at the top right of this course page, along with the schedule, location and delivery format. For in-company or bespoke courses we are happy to provide a quotation on request.
Next start date: Tue 3 & Wed 4 November 2026 in Amsterdam, can also be followed online
Free cancellation up to four weeks before the start, so you can secure a place now.