Key Learning Points:

  • Identifying internal and external customers
  • The importance of good customer service
  • Effective communication with customers
  • Building relationships with customers
  • Responding to customers’ needs
Customer Focus
Customer Focus
Customer Focus
CPD Points

Course Overview

Organisations that put the needs of their customers at the heart of their ethos tend to have an edge over their competitors and provide a better overall service.

Our Customer Focus course shows employees how they can contribute to a customer service culture through effective communication and taking responsibility for meeting customer needs.

Please note that this course is not yet compatible with mobile devices.

Course Details

  • Course duration: 1 hour +
  • Part of our Performance Management suite
  • Skills evaluation for learners
  • Certificate on completion
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Course Contents

Our Customer Focus course contains four modules

What is Customer Focus
What is Customer Focus
Businesses that make the needs of customers their top priority thrive. It is important to know what customer focus is and how to foster it. This module provides an introduction to the concept of customer focus, identifying customers (both internal and external) and what customer focus strategies and principles are.
Effective Communication
Effective Communication
Good communication is the main ingredient for making a customer’s experience a good one. This module focuses on communication styles such as active listening, voice and body language and how to make a good first impression. It also covers “going the ‘extra mile’” and handling internal customers.
Responding to Individual Needs
Responding to Individual Needs
All customers are unique and deserve the best customer service. This module explores how to build good relationships with customers by responding to their individual needs. This includes identifying customer needs and wants, respecting diversity and accessibility and considering how we provide information.
Skills Evaluation
Skills Evaluation
Learners are presented with a series of scenarios and asked how they would respond to the specific situation. There is no pass or fail mark in the course. Depending on the answers given, the course highlights the customer service strengths presented and suggests areas for improvement.

Who Should Take This Course?

This course is suitable for all who work in customer service roles of any description, including managers.

  • Customer Service
  • Customer Experience Managers
  • Sales
  • Marketing
  • Product Design

The Assessment

The final module in the course is a skills evaluation. Learners are given a customer service-based scenario and must decide how they would respond in that situation. Their answers highlight strengths and areas to work on, which can then be discussed.

2 Ways of Purchasing

You can purchase our courses individually or for even better value you can purchase the complete range of Compliance, Health and Safety or Performance Management courses in one neat bundle.

1. Individual Licenses

If you buy courses on an individual bases you pay a price per learner, per course per year. You can run these courses on your own LMS if Xapi/SCORM compliant or you can take them.

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2. Complete Bundle

Buy all of the Compliance, Health and Safety or Performance Management courses in one great value package and receive unlimited benefits.

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1. Individual Pricing

Number of Learners Cost (per year)
1 - 10 29 / per learner
11 - 20 25 / per learner
21 - 50 20 / per learner
51 - 100 15 / per learner
101 - 150 10 / per learner
150+ POA

Exchange rates are updated regularly but are only intended as a guide.

2. Complete Bundle Pricing

If you buy all the Compliance, Health & Safety or Performance Management in a complete bundle, all features come as standard, no matter the size of your organisation!

Number of Learners Cost (per year)
1 - 100 30 / per learner
101 - 200 25 / per learner
201 - 300 21 / per learner
301 - 400 18 / per learner
401 - 500 15 / per learner
501 - 750 12.50 / per learner
751 - 1000 10 / per learner
1001 - 2500 8 / per learner
2501 - 5000 6 / per learner
5000 - 10,000 5 / per learner
10,000 + POA
Included Features
  • All courses in our catalogue
  • New courses added regularly
  • Branded, downloadable posters
  • Customise Course Content for Your Team
  • Astute eLearning Platform
  • Regular course updates
  • Dedicated Account Manager
  • Unlimited help desk support

Exchange rates are updated regularly but are only intended as a guide. Prices are based on a 2 year contract.

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The Importance of Customer Focus Training

Customer service can make or break a customer's perception of a company or organisation.

For any business or individual employee who would like to put customer needs at the heart of their service, it is important to receive training that gives them a good grounding in what this is and how they can find areas to work on.

The Importance of Customer Focus Training


If you have any questions that are not covered here, please get in touch.

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What is good customer focus?
Good customer focus involves putting the needs of customers at the heart of everything a business does. It means doing all that can be done to exceed the expectations of clients. Companies that have good customer focus tend to produce products and services that are better received and therefore tend to thrive.
Why is it important to understand customer needs?
Understanding customer needs is vitally important to companies that want to meet them. Designing products, services and customer experiences that people are happy to engage with not only ensures existing customers are pleased, but means new customers will be attracted by online reviews and word of mouth.
Why is internal customer service important?
Internal customer service is important because it is vital all employees have a good experience within the company. This helps them to serve external customers better and believe in the products or services the company provides. It also makes for a happier, more productive workplace, with healthy communication between departments.

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