Customer Focus Skills


Some customer focus courses miss key areas because they have a limited target audience and ineffective design. Our customer focus course spans the full area, to deliver key skills. Designed with a wide focus to capture more with delivery.

Key features:

  • Gives you everything you need to deliver this course from start to finish.
  • Removes the need to create any content.
  • A detailed manual reveals extra ideas.
  • Easy-to-follow slides and manuals give learners a better experience.
  • Instant access means you can offer this course today.
  • Captures everything without being complicated to deliver.


Get the content you need to deliver effective courses with Oak Innovation.

Putting customers at the center of your business delivers a customer focus culture.

Whether you’re looking for a new customer-focused skills course or want to start offering training workshops, this ready-made one-day course will help you move forward.

You can deliver our latest customer-focus training course material to instruct teams and leaders about a customer-driven organization.

These customer-focused skills training course materials have been designed to be easy to deliver no matter what type of organization your audience works for.

The training course materials focus on teaching teams to master customer-focus skills, develop a customer-first mindset, identify different customer types, and interact with customers.

This course material can be used to teach participants about customer-centric strategies and the tools and techniques for understanding customer needs, effective communication, and problem-solving.

By the end of the course material, your audience will have all the information they need to build sustainable customer focus practices that lead to:

  • A customer-first mindset across an organization.
  • Differentiation through unparalleled service quality.
  • Earning customer trust, satisfaction, and repeat business.
  • Increased revenue by selling more to happy existing customers.


What’s included?

Imagine how it will feel to get:

  • Up to 8 hours of easy to deliver training content.
  • Instant access to everything you need.
  • A before you start guide on how to deliver your course.
  • Editable workbook where learners get the detailed content.
  • All the slides needed for visual learners.
  • 17 versatile training games to encourage greater participation.
  • 17 powerful training icebreakers that are quick and easy to use.
  • 15 practical training guides to improve the quality of your courses.
  • 2 course tests to measure all learning.
  • Easy to deliver activities and exercises designed for precise learning.
  • Selected reading list to expand learning after the course.
  • Editable course advertorial helping you advertize your course.
  • Action plan for long-term delivery of learning objectives.


Sample materials.

We use generic backgrounds so you can rebrand the training course materials as your own.

Topics covered.

1. How to create customer focus.

  • The main benefits of being customer-focused.
  • The essential aspects of customer focus (e.g., loyalty and value-added service) and the effects of poor customer focus.
  • Market information and profit.

2. The customer service environment

  • The main characteristics of excellent customer service.
  • What is the customer service environment?
  • Customer service as a process.
  • Why we need customers.
  • How to identify customers.
  • The importance of the Pareto Principle.

3. Poor customer-centric practices

  • Exploring how a product-centric company focuses on selling the same products. And to as many customers as possible.
  • Examining how a customer-centric approach concentrates on selling more products and providing a positive customer experience to the same customers.

4. How to know your customers

  • Customer Loyalty.
  • Switching costs.
  • Common reasons why customers leave.
  • Crises and commitments.

5. Customer service culture

  • What are the main influences on a customer service environment?
  • Standards, innovation, and excellent service.

6. Maximizing communication

  • Key communication practices, including active listening skills.
  • Customer styles.
  • How to introduce an effective complaint-handling system.



Your participants will:

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