Customer Focus and Customer Satisfaction in-company
A two-day course just for your group. You choose the date and the place, and the trainer tailors the content to your practice beforehand.
NRTO quality markPreviously attended by staff from Ingenico, Lode Holding, Nedvan International, MarketFood and others.
- Tailored: matched to the level and goals of your team
- Trainers from the field, who do the work themselves
- At your premises, at ours or online, on a date that suits you
- In Dutch or English, in the language of your choice
Your trainer: Rob, Michaela, Joris or Garbrand 823 evaluations in total, averaging 8.7. View the trainers
What the course covers
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.
Read the full programme of Customer Focus and Customer Satisfaction
How an in-company course works
- RequestYou tell us which course it concerns, how many people and roughly when. You receive a quotation with a fixed price for the group.
- AlignmentWe discuss what the group can already do and what should be different afterwards. The trainer adapts the examples and exercises accordingly.
- The courseOn the day and at the place you chose, with course materials for every participant.
- AfterwardsEvery participant receives a certificate of attendance.
Practical information
- Duration
- Two-day course
- Group
- Only your own people
- Location
- At your office, at one of our locations or online
- Date
- You choose
- Language
- Dutch or English
- Included
- Course materials and a certificate of attendance
- Price
- Fixed price per group, in a tailored quotation (scheduled course: EUR 1250,- excl. VAT per participant)
The trainers of 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 84 evaluationsWhat participants say about Customer Focus and Customer Satisfaction
Customer-focused Working and Customer Satisfaction course: average 8.6 from 21 reviews
“Very interesting topics on customer focus, thoroughly enjoyable and instructive. The course is delivered in a very enjoyable and interactive way.”
“Exactly the essence of selling!”
“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!”
“In short: excellent!”
“Very instructive! You get to see yourself through a different lens :)”
“The interaction with the participants was very good! I am very satisfied with the course, the venue, the trainer and Learnit as an organisation.”
Frequently asked questions about Customer Focus and Customer Satisfaction in-company
Where does the in-company Customer Focus and Customer Satisfaction course take place?
Wherever suits you: at your office, at one of our training locations or online. You also choose the date.
Can the content be tailored to our organisation?
Yes. Before the course we discuss with you what the group can already do, where things go wrong in practice and what should be different afterwards. The trainer uses examples and exercises from your own work.
How large can the group be?
That depends on the course. For a skills course we prefer to work with a small group, so that everyone can really practise. If more people are involved, we schedule several groups or set up a fixed programme.
What does Customer Focus and Customer Satisfaction in-company cost?
You get a fixed price for the whole group, in a tailored quote. For a group this works out cheaper than booking everyone individually. For comparison: a place on the scheduled course costs EUR 1250,- excl. VAT per participant.
Can the course be delivered in English?
Yes. For in-company courses we deliver the training in the language of your choice, Dutch or English. Mention it in your request.
Do participants receive a certificate?
Yes, every participant receives a certificate of attendance afterwards.
How do I request a quote?
Via the quote form: state the course, the number of participants and roughly where and when you would like it. An adviser will then contact you.
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.
Customer Focus and Customer Satisfaction for your team?
Request a quote without obligation; you will hear from an adviser shortly. Just one or two colleagues? Customer Focus and Customer Satisfaction is scheduled 8 times in the coming year, in Amsterdam, Utrecht, Rotterdam, The Hague, Groningen and Zwolle.