facebook Customer Centricity | Prioritize the needs of your team and customers I Personal Effectiveness Manager Capability Development

Customer Centricity

Nearly one in three customers will leave a brand they love after just one bad experience.

A report published by PwC confirms, "Experience is everything. Get it right. Good customer experience leaves people feeling heard and appreciated. It minimizes friction, maximizes efficiency and maintains a human element."

Business Impact

Ideally Suitable For

  • Sales Team Members
  • Service Team Members
  • Customer-facing Employees
  • Support Function Members

The delivery will be customised as per the needs of the learning cohort.

What you will learn in Customer Centricity

How is this activity available?

Do It Yourself (DIY)

Do It Yourself (DIY)

Instructor-led Training (ILT)

Instructor-led Training (ILT)

Virtual Instructor-led Training (VILT)

Virtual Instructor-led Training (VILT)

Masterclass (MC)

Masterclass (MC)

Download our PDF

Learn more about this solution by accessing our brochure. Feel free to share it with anyone you know who could benefit from it.

Available in -

  • Do It Yourself (DIY) Do It Yourself (DIY)
  • Instructor-led Training (ILT) Instructor-led Training (ILT)
  • Virtual Instructor-led Training (VILT) Virtual Instructor-led Training (VILT)
  • Masterclass (MC) Masterclass (MC)
This course includes:
  • modules 3 modules
  • fun challenges Duration: 90-120 minutes
  • Duration of 3 hours 1 case study
  • 25+ fun challengesIdeal for: 20-30 participants at a time
  • Participant handbook
  • Pre-work assignment (optional)
  • Post-work assignment (optional)
  • Pocket insights (optional)
  • Manager Insights (optional)

This course will help you as a professional to:

  • Become better at creating customer delight
  • Create more stickiness for your product / service with customers
  • Provide superior service, leading to increased customer satisfaction
  • Create competitive advantage by delivering a superior customer experience
  • Build trust and consequently longer lasting customer relationships
  • Fuel business growth and achieve organizational goals with ease
  • Case Study: Virgin Atlantic
  • Redefining Customer Centricity
  • Moving from a great service to a great experience
  • Group Discussion: A Matter of Choice
  • Benefits of Win-Win
  • Moments of truth
  • Remove, Embrace, Alter, Launch
  • Debugging the process
  • Is this still you?
download cta poster
Download our PDF

When you need a ready document to share ahead.

Frequently asked questions

Don’t see an answer to your question?
Drop us an email and we will get back

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Several topics are available in virtual as well as in-person modes. On each topic page, you will see icons on the right to clarify the modes. This is how you decode the icons:

  • ILT (Instructor led training) - ILT (Instructor led training)
  • VILT (Virtual instructor led training) - VILT (Virtual instructor led training)
  • OBS (Online business simulation) - OBS (Online business simulation)
  • ML (Microlearning) - ML (Microlearning)
  • MC (Masterclass) - MC (Masterclass)
  • SDP (Storified Digital Products asynchronous) - SDP (Storified Digital Products - asynchronous)
  • DIY (Do it yourself) - DIY (Do it yourself)

For each workshop, we can help you with three different teasers you can customize and share periodically with participants to build excitement and get traction.

You can download a program overview from each of the topic pages. While this will give you an overall workshop structure, our learning designers will still need to talk with you to customize the workshop to your context.

We are glad you asked that question. Every learning intervention starts with "Why?" and "What is the difference you want to see at the workplace because your learner attended this session?" Once we are clear, our learning designers put together a thoughtfully curated learning journey that could be a mix of different methodologies chosen to suit your learning environment. Besides this, to aid learning, we can (optionally) buttress it through:

  • A pre-learning assignment for learners to know where they stand before the journey
  • A participant handbook aids the learner in returning to what was covered during the session and reviewing it again. It helps in learning reinforcement.
  • A post-learning assignment helps learners know where they stand after the journey. Assessing the gap in learning helps learners in bridging it.
  • Pocket insights—a ready reckoner with the key concepts that can either be carried along or be pinned up as a ready reminder.
  • Manager Essentials—tips (for the managers of the learners) to recognize behavioral changes and create an environment that encourages the learners to put what they have learned to practice.
  • Post-learning application of learning at the workplace through a specific project.
  • We try to capture the impact of every learning intervention through an impact report that is then shared with clients.

Every single workshop (except the asynchronous self-paced modules) is customized to the precise customer need and brief. Our client advisory team will work closely with you to understand your context and pass it on to the execution team.

Thousands of businesses of all sizes, from
startups to large enterprises trust us

  •  compnany logo

    Thank you FocusU and Smollan L&D team for designing such a wonderful continuous learning program. It acted like small and effective doses to look for what next. Case studies chosen were all relevant for my Global Development Team & I could not ask for more. Let’s plan for some monthly 1 hour on premise confluence sessions.

    Vijay Varshney
    SMOLLAN Head of Technology - MESA
  •  compnany logo

    The entire set of topics had a good coverage on the day to day activities in a corporate life. It was fun to solve the challenges and a good learning experience. Thank you 😊

    Vinod Unni
    Diageo
  •  compnany logo

    The Learning challenge was very informative and challenging. The thing which I love about this challenge is that it provides videos also that make it easy to understand the concept.

    Vishal More
    Smollan