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Description

Customer and Service User Focus: Listening, Structuring the Relationship and Building Loyalty

Embedding a shared service culture across support functions and front-line teams

  • 2 days — 14 h
  • In-person or virtual
  • Foundation
  • Up to 6 participants

Every department claims to work for the customer without knowing what the customer actually expects. Support functions see it as the sales team's business, commitments made during the sale are unknown to those who have to deliver them, and the service user faces contacts who pass the file from one desk to another.

Two days to build a shared customer focus across the whole organisation: journey analysis and pain points, service commitments that can realistically be honoured, internal customer-supplier relationships and expected behaviours in contact situations. This programme works on culture and organisation, where measurement and complaint handling belong to a dedicated system.

Learning objectives

  • Map the customer or service user journey and identify pain points
  • Draft realistic and verifiable service commitments
  • Establish internal customer-supplier relationships between departments
  • Adapt your communication to difficult contact situations
  • Involve support functions in the perceived quality of the service delivered

What makes this programme different

The customer journey is reconstructed with participants from several departments at once
Drafted service commitments are tested for feasibility with support functions
Tense contact situations are role-played with contrasting service user profiles

Programme

1What the Customer Experiences

Looking at the organisation from the outside

  • Reconstruct the customer or service user journey step by step
  • Identify breakdowns and pain points
  • Distinguish between delivered quality and perceived quality
  • Understand the gap between stated and unspoken expectations

2Service Commitments

Promising what the organisation can deliver

  • Draft commitments that are verifiable and easy to understand
  • Check feasibility with the departments that deliver them
  • Define how each commitment will be monitored
  • Communicate commitments to customers and teams
  • Plan the course of action when a commitment cannot be met

3The Internal Chain

Each department serves the next

  • Identify your internal customers and their real expectations
  • Formalise customer-supplier relationships between departments
  • Pass on useful information without loss at handover points
  • Address tensions between departments over a customer file
  • Involve support functions in perceived quality

4Day-to-Day Contact

Holding the relationship together in difficult moments

  • Receive a request and reformulate the need
  • Announce a refusal or a delay without damaging the relationship
  • Handle aggressive behaviour and return to the substance of the file
  • Personalise the response while staying within the framework
  • Escalate what contact situations reveal

Who is it for

Front-line managers, staff in support functions and employees in contact with the public, as well as quality and customer relations managers.

Prerequisites

No prerequisites

Dates & locations

36 scheduled dates between November 2026 and December 2027. Seats are confirmed in the order enquiries are received.

November 2026

December 2026

January 2027

February 2027

March 2027

April 2027

May 2027

June 2027

September 2027

October 2027

November 2027

December 2027

None of these dates suit you? We open additional sessions on request, and any programme can be run privately for your team.

Practical details

Before the programme
Online positioning questionnaire. Your development objectives are shared with the trainer, who tailors the practical case studies to your context.
Teaching methods
Theoretical input, workshops and practical case studies. Digital course materials and method sheets provided.
Assessment
Multiple-choice tests and role-play exercises. Assessment of learning at the start and end of the programme, with immediate and 60-day follow-up evaluations.
After the programme
One year of access to the e-learning platform. Self-assessment of the skills acquired and a 30-day follow-up session with your trainer.
How to register
Registration online or on the basis of a quotation.
Lead time
11 working days after confirmation of registration.
Accessibility
Accessible to people of determination. Contact our accessibility coordinator to design a suitable solution: contact@mpf-academy.ae
Start dates
Rolling intake: in addition to the scheduled sessions, this programme can start on request.