Free, right now
The first four chapters online, with a knowledge check after each chapter. Plus a PDF with a worksheet and cheat sheet.
You can read the lessons straight away. For the PDF, you leave your details.
Start with lesson 1Prefer to have a trainer there with you?
The two-day Customer Focus and Customer Satisfaction course. You practise with your own customers and your own difficult conversations, and find out straight away how you come across.
€1250,- excl. VAT
View the Customer Focus and Customer Satisfaction course All Customer Focus courses →A customer who feels heard will tell others about it. So will a customer who feels fobbed off, and usually to more people. That is the heart of customer focus: satisfaction does not come from a slogan on the website, but from what you say and do in that one four-minute conversation. And that is a craft, not a character trait. You can practise it, even if you think you are no natural talker.
This free online course is the starter for our full Customer-focused working and customer satisfaction. In the first four chapters you translate customer focus into behaviour the customer actually notices, you use the communication model to understand why a message lands differently from how you intended it, you learn to ask questions using the questioning funnel and you listen in a way the other person can hear. Each chapter ends with a short knowledge check, so you can see straight away whether it is sticking.
The full course goes on to cover summarising, your personal presentation, customer contact by telephone, the structure of a conversation, complaints and objections, delivering bad news, giving criticism using the 4 G's, the RET model for your own thoughts and a personal action plan. Would you like to practise these elements with a trainer present, with your own customers and your own difficult conversations on the table? Then take a look at the Customer Focus and Customer Satisfaction course.
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IntroductionHow this free course is structured and what you learn in the four chapters.
1.-
Customer-focused behaviourCustomer focus translated into five visible behaviours, adapting to pace, knowledge and emotion, and weighing up customer interest, company interest and the relationship.
2.-
The communication modelEncoding and decoding, external and internal noise, the frame of reference and the three channels your message travels through.
3.-
Asking questionsWhat a good question gets you, open and closed questions, the questioning funnel and the four pitfalls that haste leads you into.
4.-
Active listeningPassive versus active listening, minimal encouragers, and the difference between what the customer says and what they mean.
5.-
SummarisingSummarising as a third technique alongside questioning and listening, phrasing with linking words and what a good summary gets you.
6.-
Personal presentationWhat the customer notices, company image in your own behaviour, avoiding provocative remarks and getting the customer involved.
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Customer contact by telephoneThe strengths and weaknesses of the telephone, the opening, putting someone on hold, transferring calls and closing properly.
8.-
The structure of a conversationFive phases from opening to agreement: making contact, taking stock, providing tailored information, guiding the choice and rounding off.
9.-
Dealing with complaintsThe complaint as an opportunity, the step-by-step approach to handling complaints, emotion and content as two tracks, and unreasonable complaints.
10.-
Dealing with objectionsThe difference between an objection and a complaint, resistance as a signal, handling objections in four steps and avoiding discussion.
11.-
The bad news conversationDelivering the message directly, dealing with the reaction, working towards a solution and preparing your wording.
12.-
Criticism using the 4 G'sReceiving criticism without becoming defensive, and addressing behaviour, feeling, consequence and desired behaviour yourself.
13.-
The RET modelThe ABC model of event, thought and consequence, irrational thoughts in customer contact and how to challenge them.
14.-
Personal action planMapping out your strengths, choosing your points for attention and making agreements you will actually keep after the course.
That is the difference with a pdf: there is someone standing in front of the class who answers your questions and thinks along with your own situation.
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 evaluations
I found the 'Interview Techniques' course to be good. Nothing to fault. It was also good that Job called beforehand for a short preliminary discussion. You don't see that very often. A very worthwhile course. It also had a strong element of repetition. Plenty of variety, including between theory and practice. Learned a lot, and applied it straight away during the course. And I think these learnings will also help me further when conducting interviews.
Tjeerd J
We took the Outlook, Teams and OneNote course with Roy Nieuwenhuijzen. Good content, and a few days before the course he got in touch with me (coordinator of the course, head of the secretariat). Pleasant that you can fill in the day itself as needed. The booklet for reference is rather dated, but apparently there is little up-to-date material to be found.
Inge Brouwers
In May 2024 I took the WordPress course. As an IT enthusiast with broad but not necessarily deep knowledge, I wanted to know more about WordPress. How do you install everything and how do you start building a website. This course is extremely well suited to that. From the outset you learn in 3 days how to start a website and what to look out for. I now have a solid basis for getting to work with WordPress and I know my way around the various options. The course is recommended for anyone who wants to learn in three days what WordPress can do and how to apply it.
Igno Freriksen
Your own motivation and commitment are essential if you want to master something new. You can get a long way with self-study. Learnit wants to contribute to this by offering valuable content such as free webinars and courses. This way you can get acquainted with new fields of learning. Once you have made a start, you may discover that there are also many advantages to taking a course at Learnit under the guidance of an experienced trainer.
In short, you achieve much more in less time.
The free courses are suitable for home study, as you can download them online as a PDF. The range of free courses consists of IT and Communication & Management courses. Would you like to learn more about these subjects, or is the subject you want to learn about not included? Then take a look at our courses.
In this course you learn how to turn complaints into valuable feedback. You practise difficult conversations, listening techniques and drawing up a workable complaints policy.
In this course you will learn to deal with other people's difficult behaviour in a professional way. You will gain insight into your own communication style, recognise pitfalls and discover how to stay in control of unpleasant situations without losing your job satisfaction or productivity.
You learn to deal with customers on the telephone in a professional and customer-focused way. From answering the call to hanging up, you work consciously on your voice, listening technique and complaint handling.
Learnit offers more than 300 IT and Communication & Management training courses. The courses are given as one-day or multi-day courses, and almost all of them can also be given as a workshop. In addition, Learnit offers courses as e-learning and as a combination of e-learning and classroom lessons.
Learnit has many locations throughout the country, so there is a good chance that a course is also given near you! A course can also be given in-company, in which case it takes place at your own company or organisation.
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