Course Outline

Module 1: Foundations of Customer-Centricity

• Principles of customer-centric service

• Understanding customer emotions and needs

• Case study: Companies that excel at customer-centricity

Module 2: Empathy in Action

• Active listening techniques

• Emotional intelligence in service

• Role play: Demonstrating empathy in difficult situations

Module 3: Proactive Service Strategies

• Anticipating customer needs

• Going beyond expectations

• Workshop: Identifying proactive service opportunities

Module 4: Customer Advocacy

• Becoming the customer's voice

• Escalation and resolution techniques

• Group project: Designing customer feedback systems

Module 5: Sustaining Customer-Centric Culture

• Measuring customer-centric behaviors

• Continuous improvement strategies

• Case study: Implementing customer-centric transformation