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In customer orientation, everything starts with the needs of the customer. In short, you prioritize customer satisfaction: providing service or assistance always comes first in customer orientation. This does not mean that you always have to satisfy the customer's needs. Signaling the wishes and underlying needs of the customer, anticipating those wishes and acting accordingly, that is customer focus. And so that's what we're going to work with in a customer orientation course.
Who is this learning track for?
For employees and managers.
After this learning track:
Our trainers take your organizational context into account and incorporate concrete and realistic situations into the program. Evidence-based, practice-oriented, motivating and highly customized, that typifies a learning program in soft skills by Obelisk.
Our trajectories always proceed in three phases. More info can be found in the case at UHasselt.
Sample track 1: Customer-centered communication and handling difficult customers with self-insight
Day 1: Recognizing customer needs and communicating effectively
Day 2: Understanding yourself and dealing with difficult clients
Sample track 2: Understanding customer needs and successfully dealing with difficult customers
Day 1: Recognizing customer needs and communicating effectively
Day 2: Dealing smartly with challenging customers.
Big theoretical blocks? Not so. At Obelisk, practice and experience take center stage, while theory stays in the background. Our hands-on approach lets participants apply theory directly for maximum transfer.
Customers are daring to stand up for themselves more: they want the right information, they ask for quick actions and they want to feel heard. LIDL was looking for training in customer-oriented communication with the following goals:
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In addition, LIDL was looking to deeply embed customer centricity in the "customer service" department. With the specific question: "Design a learning path in customer-oriented communication that is followed and supported by all employees (from manager to team leader to employees). A path that is firmly anchored, with attention to the LIDL language and culture in all phases. And oh yes, the training should certainly not be too philosophical and theoretical: we want practical and concrete tools and lots of room to practice, practice and practice again."
Live
Customer Orientation training can take place at various locations, tailored to the needs of the participants. Our primary location is our headquarters in Leuven, Grauwmeer 1. In addition, we offer the possibility of conducting the training on-site at the client's premises, or at other suitable workshop or training venues nearby.
During the intake meeting, we will discuss the most appropriate location for your team. This can range from a quiet, green setting where participants can walk around during a break, to a more formal setting appropriate for a professional meeting.
Discover five inspiring training locations recommended by our trainers here.
Online or hybrid
Obelisk believes in the power of hybrid solutions, the combination of offline and online. Our hybrid courses are not a "copy-paste" of classroom training. They are adapted to new realities and our coaches retrained. The result is a complete hybrid package with the best of both worlds, online and offline.
During an introductory meeting, we identify your questions, expectations and the unique context of your organization. This is how we ensure that our offer perfectly matches your needs.
Based on this first meeting, we work out a tailor-made offer, which we send to you by email or come to explain it in person. After your approval, we start designing the learning trajectory and planning the next steps, always in close consultation with you to optimally align the trajectory with your needs and goals.
Request here request your quote
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With our years of experience, we can help you and your organization with a lot of questions. Contact us and we'll find a tailor-made solution.
Do you have a very specific question and are you looking for a tailor-made solution?
Send us a message via this form and we'll get back to you as soon as possible. Together we will find the solution to your challenge.
