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Your employees will develop a Customer-Focused Mind-set and build strong internal cohesion and cooperation focused on adding value to the Customer Experience.

Customer Focus For the Back-Office Workshop

Successful, Customer-Focused Organizations share the belief that No One is more important than the customer and that every employee has a part to play in creating customer value.


This program presents a process for creating a customer-focused mind-set and provides tools and tactics for enabling participants to put customer-contact employees in the position to succeed with each customer.

Upon completion of this workshop,

participants will:

Participants will develop a Personal Action Plan for implementation after the program.

01 Learning Objectives... Go to Top of page
  1. What is Service?
  2. Creating a Competitive Advantage
  3. What Are Your Customers Worth?
  4. Service Partnerships-  Internal Cooperation
  5. What is Your Contribution?
  6. Building and Strengthening Internal Partnerships
  7. Moments of Truth and Coffee Stains
  8. Understanding Customer Expectations
  9. The Power of Customer Perception
  10. What Customers Want
  11. Retention, Pro-active Recovery and Loyalty
  12. Personal Recovery and Retention Strategies
  13. Creating a Legend
  14. Continuous Improvement
  15. Your Personal Action Plan

As part of this program, participants complete a Personal Action Plan for how they will take what they learn and apply it on-the-job.


Participants will receive a three ring binder containing all of the of reference information presented in the workshop together with learning activities, exercises and job aides.

02 Workshop Topics include:

Be sure to ask us about:


Train-the-Trainer Certification


Program customization


Integration of Customer-Focused Communication into this program


Call us at 1-519-284-8080  or


For more information or to request  course description, click here.

This 1-day, on-site program is designed specifically for all back-office, support employees who do not interact directly with customers. Support employees who interact with customer should attend the Frontline version of this program.


This program can be customized to reflect your specific requirements. The recommended class size is 12 to 14 participants.


To obtain a copy of this course description, click here.

To obtain a no-obligation fee estimate, call us at 519 284-8080

Train-the-trainer certification is also available.

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