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6. Stepping into the customer's shoes
Course 6. Stepping into the customer’s shoes.
Understanding what it might be like to be one of your customers is a vital part in the customer communication and relationship building equation, it helps to build strong customer understanding and empathy, and provides valuable insight into what is required to satisfy customer needs and requirements.
Stepping into the customer's shoes
- By Skills FX
- Published Tuesday 1st 2008
- 6. Stepping into the customer's shoes
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A customer service and relationship skills training course
During this course delegates discuss the perceptions they have of the company brand, the company customer profile and what it might be like to be a customer. An activity occurs where delegates place themselves in a typical customer situation and experience what it’s like to be that customer. They identify the needs and requirements that they have as that customer and discuss what needs to occur to satisfy these requirements.
Delegates then discuss their own experiences as customers and identify what makes a ‘good’ and ‘bad’ customer experience. This is followed by an exercise where delegates play the role of a customer in a ‘live’ scenario, or review a previously recorded one. This is reviewed and measured against the criteria identified earlier as a ‘good’ customer experience. Ideas and suggestions for improvement are discussed.
The course finishes with delegates reviewing their learning, creating an individual personal development plan and taking a learning evaluation assessment.
