Creating a Customer-Centric Culture

With the possible exception of technology itself, little is changing more quickly than the discipline of customer service. Contemporary customers (including clients) with technology at their fingertips, have turned the customer service world upside down. Yet, at the same time, customers still need relationships, courtesy, good communication, transparent honesty and problem solving, perhaps more than ever before.

This course explores how customers – and customer service – are changing dramatically and how organizations can adapt quickly to keep pace. It shows that great customer service and great community relations go hand in hand. It looks at practical, useful and, above all, do-able ways for teams to build a great customer service discipline including a rethinking of how staff can be trained to meet today’s customer needs. In doing so, it redefines what those two words – “customer” and “service” – really mean. 

Key Learning Points

  • A complete redefinition of who is the “customer”
  • The difference between “job function” and ”job essence” in customer service 
  • Expectations of today’s customer and how to manage them 
  • Significant impacts on customer service:
    • Demographics – how to build trust with different generations
    • Social media – how to use it effectively to build your service brand 
    • Friendly fire – minimizing the customer irritation caused inadvertently by our own actions and work 
    • The world we live in – how to achieve service excellence in a stress- filled society 
  • The relationship between great customer service and community relations 
  • Engaging every employee to take responsibility for outstanding customer care.
  • How to adapt to this new world of service.


  • Fresh perspectives on what separates “great” from “good” service
  • New ways to think about customers and the service they require
  • Ideas on how to use technology’s tools even more creatively 
  • Practical, do-able actions that LDC”s can take immediately to reorient the customer service challenge
  • Tips, techniques and practical suggestions on how to engage every employee in the customer service cause 
  • Core fundamentals for a re-modelled customer service program in the future

Four Simple Words Training

As our organizations navigate the seismic shifts that have come from the pandemic, it is clear that ‘soft skills’ (how we work and collaborate with others) are no longer nice to have. As this Forbes article reminds us, they are in fact, critical to organizational survival. To deal with the scale and scope of change our teams are dealing with we need to embrace and celebrate growth mindsets. Our ‘learn and return’ approach to training supports behavioural change and culture shifts.

We have designed dozens of courses for adult learners and run thousands of training sessions. This course is just one of the many Four Simple Words offers for in-person or virtual training. 

Our training programs are ideal for teams of 8 – 15 and usually run 3 hours long. Most programs include a workbook we send ahead of time and encourage participants to make notes with. If meeting virtually, we include a free 10-minute Zoom prep before each session to ensure everyone is comfortable with the training technology. We promise the same fun and engaging learning experience we offer in person, all from the comfort of your virtual offices. #BringYourOwnCoffee
All our programs are fully customizable to meet your specific learning or timing needs. Click here to book a time to explore how we can build a customized training program that will support your team’s success. 3 hours too long or not enough? Ask about our micro-training programs and our full-day retreats for board and staff teams.

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