Lets Get Focused On Customers

Course Outline

Lets Get Focused On Customers

General information on course

Creating a customer service culture in your organization must be viewed as the cornerstone of your continued success. Some companies attempt to reinvent themselves in an effort to increase market share by adding non-traditional product lines. The effectiveness of advertising or a marketing campaign based on the four P’s (Product, Price, Place and Promotion) is no longer seen as a strategic advantage. The only advantage that remains to set yourself apart from your competition is the level of customer service you provide. This workshop is based on the “Seven Principles of Exceptional Customer Service”. We believe all customer service personnel need to be FOCUSED© in order to apply the seven principles aimed at delivering exceptional customer service. All organizations have internal or external customers and how you interact with those customers will make all the difference. This workshop recognizes the contribution of all team members in helping to create a winning formula for long-term success.


Full Day (can be customized to suit your needs and time constraints).

Who Should Attend:

Are you new to the sales profession and need to develop your skills as a service provider? Do you want to improve the overall effectiveness of your sales team? Are you a customer service representative needing to enhance your ability to communicate more effectively with your clients? If you have answered yes to any of these questions, then this workshop is for you!


After successfully completing this workshop, participants will:

  • Recognize their customers’ behavioral style(s) and how to adapt their own in any given situation;
  • Learn effective questioning techniques to identify their customers’ real needs;
  • Learn how to develop trust in the buyer-seller relationship;
  • Enhance their verbal and non-verbal communication skills;
  • Learn effective problem-solving techniques to help them cope with challenging customers;
  • Discover the seven steps to exceptional customer service.


  • Develop a “Can-Do” attitude;
  • Communicate and interact more effectively with your customers;
  • Uncover your customers’ needs by asking the right questions;
  • Problem solve and negotiate win-wins;
  • Better deal with difficult people and challenging situations;
  • Increase your average sale and success rate.

By means of group discussion, case studies and one-on-one instruction, participants will gain the ability to apply what they learn in this workshop. Training/learning need not end after this session is over. We offer on-going support at no additional cost to ensure that participants benefit the most from their attendance in this workshop. To find out more about Advanced Consulting and Training Ltd. and what we can do for you and your organization visit www.advancedct.com

construction site with workers discussing plans

How Does a Good Safety Record Help Your Business?

Your business needs a safe and healthy workplace so that employees can not only survive but thrive and work to their full potential. A good safety record demonstrates the success

safety training instructor conducting safety training

How Often Should You Update / Refresh Your Workplace Training?

  Workplace Safety Training requires continual monitoring and maintenance to stay current and effective. A safe work environment requires a commitment by leadership and the responsible participation of all staff.

safety culture in workplace

Prevention vs. Reaction: The Foundation of Safety Training

Prevention, as opposed to reaction, is the cornerstone of safety awareness & training. While it may seem like basics, we can't underscore enough the need to be proactive when it

worker sits at computer with repetitive stress injury

Repetitive Stress Injuries: Why Ergonomics Matters

Repetitive stress injuries (RSI) occur by repeatedly performing the same or similar movements over a period of time. This can ultimately result in injury to the soft tissues, such as

distracted factory worker on phone unsafe

Five Essential Workplace Safety Tips for Everyone to Know

Workplace injuries and accidents take a huge physical as well as financial toll. In the US alone, this economic cost is nearly $200 billion every year. There are an estimated

worker drinks water stays hydrated while outside in summer heat

Working Outdoors Safely with Summer Storms & Heat in Mind

Summer in our part of Canada is a long-anticipated event, following those long, harsh winters that seem to never end. Summertime means family fun and outdoor activities, but it can

AED defibrillator training with dummy

Are You Due for a First Aid Refresher Course?

  A course in First Aid is an important component of your workplace safety program.  Given the daily demands of everyone’s work activity, first aid training might get set aside

poor sleep has worker tired and asleep on job

Why Sleep Is Important for Workplace Safety – and How to Encourage It

  Sleep is not only important for overall energy level at work, but essential for our overall health condition. Poor sleep habits can lead to blood pressure problems, which in

supervisor communicates with staff on hot sunny day at construction site

Working Safely in Hot Conditions

  Our body temperature needs to stay in a healthy range whether at work, at rest or at play. An unsafe level in body temperature can lead to a number of

supervisor assesses workplace safety

4 Actions to Take Today to Promote a Workplace Safety Culture

Safety in the workplace is a fundamental need and major priority for management, employees, suppliers and stakeholders. Provincial and federal safety regulations often require annual training and/or regular compliance measures

WHMIS hazardous material handling

Why WHMIS Matters: How to Stay in Compliance for Hazardous Material Handling, Storage & Use

Effective and proper handling, use and storage of hazardous materials in the workplace is a matter of high priority for organizations large and small across Ontario & Canada. WHMIS exists

Safety Tips for Working on Roofs & Elevated Platforms

Worker safety is a top priority for any construction job site. When the job involves an elevated work site, safety planning for working at heights is of paramount importance. As