Customer Driven Organization Training Course Material


  • Instantly available, saving you time and effort.
  • Affordable, saving you money.
  • Flexible, for on-site and virtual presentations.
  • Everything you need, slide decks, manuals and guides.
  • 100% customizable, ready for any situation.
  • Brand as your own, just add your logo.
  • Easy to present, no experience required.
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Present your own training courses

What if you could access training course material on the customer-driven organization ​without having to develop everything from scratch?

Just think about what you could do with that content.

And, imagine the time it would save you.

Well, now you can now use these training course materials to present your own training courses on the customer-driven organization.

These customizable training materials will meet the needs of line staff, human resource professionals, general managers, and senior executives.

And, you can brand everything as your own.

What you’ll get

  • 90-page participant manual.
  • 37 powerpoint slides.
  • Practical exercises.
  • Further reading.
  • Course evaluation form.
  • Action plan.

Learning objectives

At the end of this training course your participants will be able to:

  • Understand the vital importance of the customer.
  • See the value in having excellent customer service.
  • Identify the factors that prevent maximizing customer value.
  • Understand how to look at the customer service levels.
  • Establish if a company is customer-driven.
  • Identify different customer types and how to interact with them.

Course overview

Designing a customer-driven organization is intimidating.

The number of things to consider is overwhelming.

But, there are a lot of things that can be easily achieved.

Course participants will learn about the customer service environment, identify poor customer-centric practices, and focus on the customer service culture.

The course is for people serious about developing their customer-driven organization skills, and who are ready to bring their learning to the next level.

Course outline

Below, we break down how you can present the 6 key sections of this training course.

1. A strong introduction to the customer-driven organization

Whether you’re looking to lay the building blocks for creating a customer-driven organization or looking to update skills, this material is sure to take all learning to the next level.

The goal of this part of the course is to:

  • Examine the essential aspects of a customer-driven organization. These include loyalty and value-added service.
  • Discuss aspects like market information and profit.

Incorporate examples from your experiences with customer-driven organizations, as this will foster more engagement.

2. Evaluate the customer service environment

How do you evaluate the customer service environment?

How do you then get this across to your audience?

That’s what this section of the course is all about.

Don’t worry if you are new to this area. You can do it by following the content provided.

And, here’s where it gets interesting.

Use this material to help your audience to:

  • Understand the customer service environment.
  • Explore customer service as a process.
  • Examine why we need customers.
  • Identify customers.
  • Understand the Pareto Principle.

The fastest way to increase awareness is to share your personal reflections on the customer-driven organization.

This sharing will contribute to higher participant rates. And, it will positively embed learning for your audience.

3. Do poor customer-centric practices hurt company performance?

People often have their own impressions of what customer-centric practices should exist.

Each of these can be correct.

But all must be informed by establishing what customers actually want.

And, what will make these customers make more favorable purchase decisions.

As a heads up, this section explores customer expectations.

4. Teach your audience to know their customers

Performing a customer audit or review analysis can help your audience to identify what existing customers want. a

What their expectations are. And, how to meet them.

Base your discussions around this need. And, use the content to outline aspects like loyalty and switching costs.

End this section by discussing why customers leave, crises, and commitments.

5. Focus on the customer service culture

Customers remain with companies for different reasons.

But before you talk about customer service culture, you need to make one thing clear: meeting expectations is one of the best ways to attract and engage customers.

Use the content provided to explore the critical areas of standards, innovation, and excellent service which can positively impact customer retention.

6. Streamline communication

To get people to introduce customer-driven practices, you need to show them how it will impact them.

But it’s not enough to tell your audience just to be customer-centric.

You need to show them “how to get there”.

To illustrate, customer-driven practices evolve into accepted practices. This happens as people get more familiar with practices. And, solid communication must always be promoted.

Are you wondering how this can be achieved?

Simply use the content to highlight best practices.

To illustrate, key practices include active listening skills, focus on customer styles, and effective complaint handling systems.

Order this training course material on the customer-driven organization now!

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Bonus:Free expert training guides

Starting today, with all Oak Innovation training course products, you’ll receive eight free training guides that will help you add extra value to your training courses.

  • Training icebreakers.
  • How to select training materials.
  • Training games.
  • How to increase participation.
  • Learning how to improve your questioning skills.
  • How to improve your listening skills.
  • Learn how to deal with difficult people.
  • How to evaluate training courses.

Did you know …?

Did you know that we link our course development process with Google’s dynamic “people also ask” search feature?

That way, you get content that is always practical and relevant.

Here are the top searches that we’re seeing people asking about the customer-friven organization:

  1. What is a customer driven organization?
  2. What are the key elements of a customer driven marketing strategy?
  3. What is customer driven quality?
  4. What is customer driven pricing?
  5. What is a customer organization?
  6. What do you mean by customers?
  7. How does an organization create a customer responsive culture?
  8. Why customers are important to an organization?
  9. How do you become a customer centric organization?
  10. What is a customer focused organization?

What our customers say

The Oak materials have provided us with an enormously useful package that has expanded our capacity to address the needs of leaders and emerging leaders, especially in the field of education, where there is a dearth of training opportunities in the skills and techniques of leadership and management. I can report that I have used them in a re-developed format when coaching new and early-stage educational leaders as well as at a 2-day symposium for the same levels of leadership. The response from these people has been enthusiastic and grateful for the insights provided.

Mel Phillips, Director 
Professional Performance Australia

Your programs have provided me with a very good foundation on which I have worked and customized training programs to suit my requirements. The flexibility that you provide in terms of customization is perhaps your greatest Unique Selling Point. The programs are very good value for money.

Arun Datta, Escorts Heart Institute and Research Centre 

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Frequently asked questions

What are customers?

Customers are:
People or organizations who are the users of the product or service generated by you.

What are the first steps to providing excellent customer service?

Let’s break down the steps in providing excellent customer service. To give excellent service, you need to know:

  • Who are your customers?
  • Where are they?
  • When are they your customers?
  • What do they buy from you?
  • How do they prefer to deal with you?

What are the main characteristics of external customers?

The main characteristics of external customers are:

  • Pays for the product or service.
  • Exercise free-will and choice.
  • Are not dependent upon you.
  • Are not usually isolated from competitors.
  • Have sets of needs, wants, and expectations.
  • Constantly change.

What is a customer-driven organization?

A customer-driven organization places the customer at the heart of the organization. It’s that simple. To achieve this, the whole company needs to focus on what the customer wants. You could think of this as your first step. Next, there is a need to build strong customer relationships. And, a companywide commitment to providing excellent customer service during all customer interactions.

What are the main characteristics of a customer-driven organization?

The main characteristics of a customer-driven organization are:

  • Listens to its customers.
  • Integrates customers into its business and vice versa.
  • Provides focused customer solutions.
  • Has a culture that positively embraces the customer.

What are the main influences on a customer service environment?

The main influences on a customer service environment are:

  • Demographics.
  • Wants and needs.
  • Perspectives.
  • Expectations.
  • Experience.
  • Image.
  • Bias.
  • Technology.
  • Competitors.

What is a product-centric approach?

A product-centric company focuses on selling the same products. And, to as many customers as possible.

What is a customer-centric approach?

A customer-centric approach concentrates on selling more products. And, to the same customers by providing positive customer experience and by maximizing customer service to build better customer relationships.

What is a RADARS approach to customer service?

A RADARS approach to customer service is:

  • Reliable (the solution will work).
  • Acceptable (the solution is satisfactory to the customer).
  • Deliverable (delivered on time as promised).
  • Affordable (the organization can afford it).
  • Robust (it will not give rise to any further complaints).
  • Suitable (it meets the above criteria for customer and organization).

What are the main qualities of customer-centric employees?

Customer-centric employees listen to what their customers want. And, this puts the customer at the core of the business.

What are the main characteristics of excellent customer service?

The main characteristics of excellent customer service are:

  • Reliability.
  • Recognizing the customer.
  • Access.
  • Communication.
  • Responsiveness.
  • Competence.
  • Courtesy.
  • Safety.
  • Physical environment.

What is a customer-driven marketing strategy?

A customer-driven approach is a marketing strategy. It concentrates on meeting the needs of an identified selection of customers.

How will these training materials help you instruct your learners to participate in a customer-driven organization?

Use this course material to help your participants to engage with a customer service organization. This course will improve your participants to overcome any concerns that they may have. They will also learn to identify the roles of managers and employees play.

Can I edit the content and add my company logo?

Yes. You can now add your logo and customize the course content freely using Microsoft Word and Powerpoint. You can also deliver the course materials where, when, and as often as needed. Here at Oak Innovation, we like to give you more. That's why every set of course materials include training manuals, slides, and guides. We also include exercises, tests, further reading, action plans, and much more.

Customer Driven Organization
Customer Driven Organization Training Course Material