Thinking Like Your Customer

This course will help you to deliver a great experience to all your customers - even the difficult ones!

7 teacher reviews total
1 course reviews total

1 class per week, for 3 weeks

Multi Class Course

60 minutes

Class Duration

1-6 students

Class Size


Per Student

Course Description

Have you ever wondered how you could improve the experience that you offer to your customers? Do you sometimes find it difficult to know what to do when you are having to deal with a difficult customer? If so, then the Thinking Like Your Customer programme is for you.

This 3 lesson programme looks at some of the key elements that make up a great customer experience and will help you to serve your customers better.

Have you ever had a conversation with a customer that went really well, and then when you tried to have the same conversation with a different customer, it went really badly? It's annoying isn't it? The fact is, though, that all customers like to be treated in a way that is right for them, so we need to adapt to the way that we treat each customer.

In lesson 1, we will look at what we mean by customer service and will then examine my Behaviour Sets model which will help you to understand your own behaviour preferences and those of your customers. We will then look at what a great customer experience would look like for different types of customers.

In lesson 2, we will look at The difference between a customer want and a customer need and think about what that means for us. We will then look at the basics of Transactional Analysis and consider how this can help us deal more effectively with difficult customer interactions.

In lesson 3, we will look at the importance of positive language and then move on to think about how to deal with customer complaints effectively in order to keep the customer for our business.

All modules will include elements of presentation, discussion and there are a number of questionnaires that you will complete as we go through the workshops. The sessions will be very informal and there will be plenty of opportunity for you to ask questions and practise using some of the skills that you have learned.

No previous experience is necessary to sign up for this class. I look forward to working with you.
There is no formal assessment - participants are encouraged to practise their skills between sessions
I have been delivering training in organisations where the customer experience is critical for over 30 years. I recently designed and delivered training for a major rail project in the Middle East where the customer satisfaction score for the first 6 months of operation was 100%.

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Paul Mason

7 teacher reviews total

2 completed courses

About Me

My name is Paul and I am a business-related skills trainer from the UK. I am a Master Practitioner of NLP and have been working in corporate training for over 30 years now. During that time, I have been lucky enough to work with people from all over the world both at home and abroad, adapting to the cultural needs and different approaches to learning. I have worked with companies in a variety of industries including aviation, rail and bus transportation, contact centres, Human Resources and retail.
One of my recent projects involved ensuring that the right number of staff were available, trained and competent to operate the stations of the brand-new Doha Metro system. I was working with staff from all over Africa, South and South East Asia in a company that was owned largely by the French, so I learned a lot about language and culture during that time.
One of the consequences of all the changes that have happened in the world over the last year is that many businesses have reduced the amount of personal development and skills training that they offer to their staff, as they seek to reduce their costs. At the same time, the need for employees to grow within their roles or to improve their skills for new roles has grown hugely. The online training sessions that I run are an easy and affordable way for people to continue their self-development journey.
So, whether you are a Team Leader, Supervisor, Manager or Leader looking to get the most from your team, someone looking to improve their skills in order to improve in your current job or help set yourself up for a new job, or a front-line employee looking to deliver a great experience for your customers, I have a variety of training sessions that will help you. If you are looking for something specific that is not on my list of subjects, please do contact me and I will be happy to try and assist you.
I really do believe that learning should be fun. That means that any training session with me will be interesting, engaging and will use a variety of techniques. For example, I might present some information, you might complete a questionnaire, we might have a discussion and you might have the opportunity to practise your skills in a case study. Most importantly, at the end of every training session, I want you to be able ‘to do something’ and not just ‘know about something’.

I look forward to working with you.

1 Student reviews

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March 5th, 8:50am
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