The Customer Focus™ Live/Onsite Customer Service Training

The Customer Focus™ Customer Service Onsite Training Options Are:


The Customer Focus One-Day Workshop brings a full-day customer service training to your location.  Participants will learn key concepts and take part in facilitated exercises and discussions that will personalize the customer service content to their specific roles and responsibilities in the organization.  All of our programs can be customized to meet your specific needs.  NOTE: Shorter options, such as a half-day or less are also available.

The Customer Focus™ Corporate Series is a series of four half-day customer service training workshops that are presented approximately every four to six weeks. The concept of four workshops, spread out over an extended period of time, helps to put the customer service strategies into action and create a culture of customer service and loyalty. This program takes customer service training to the highest level.  We can also design a full-year and multi-year customer service program to build and sustain a customer-focused culture.

Sample Outline of TCF Customer Service Training Workshop


NOTE: The Customer Focus™ training is as important and applicable to internal customers as it is to outside customers.

Below is an example of a typical full-day TCF customer service workshop.  Please contact us about specific content and customization.  Our focus is on you, and we will deliver a customer service training workshop that is exactly what your company needs.

Session One – Focusing on managing customer interactions.

  • Open
  • TCF In Action
  • Five Levels of Service
  • Moments of Truth Concept
  • Moments of Truth Count
  • Moments of Magic® Concept
  • Moments of Magic Activity

Session Two – Focusing on managing problems and complaints.

  • Why Should Someone Do Business With Me?
  • Moments of Misery™
  • Moments of Misery™ Activity
  • Introduction to ProfileMyStyle™
  • Re-Focus

Session Three – Focusing on behavioral styles and understanding how to adapt to and interact with your customers.

  • Understanding Internal Customer Service
  • ProfileMyStyle™: Behavior Style Overview
  • ProfileMyStyle™: Identifying Behavioral Styles
  • ProfileMyStyle™: Adapting to Other Styles

Session Four – Focusing on a tool for service, quality and process improvement. Closing with additional customer service strategies, a review and action plan.

  • Moments of Innovation™
  • Creating a Demanding Customer
  • Creating a Complaining
  • Sustaining a Moments of Magic® Organization
  • Re-Focus

To sample a few pages of the workbook for the onsite training, click here.

Contact us to learn more about our customer service training, workshops and seminars.