Course Overview

It would appear to be a cliché to say that the customer is the most important person in the business, but that is the reality organisations have come to embrace. Organisations, whether commercial or non-profit, exist to provide products and services to customers, so there is no reason for the organisation to exist if there are no customers. In a highly competitive business environment, an organisation’s customer orientation greatly impacts its ability to attract, retain and expand its customer base, allowing it to sustain its business and grow into the future. Conversely, a lack of customer focus can cause problems for the organisation to survive in the marketplace.

Customer orientation provides organisations with a clear vision upon which to build a roadmap for serving customers. It helps organisations to identify the segments they want to serve, and the customers’ needs, problems and aspirations. It translates these insights into the research and development of products and services that are desired. It helps in designing systems and processes that serve customers’ needs and resolve customers’ problems. It provides the basis for managing transactions and developing long-term relationships.

Course runs

Who should attend?

Level 2 - Supervisor, Executive, & Emerging Managers

Level 3 - New Managers

Level 4 - Managers

This course has helped me deepen my understanding of our customers and the importance of maintaining strong relationships. I learned how to turn failures into opportunities, which is a valuable skill. What I liked most about the course was its interactive and fun approach, making the learning experience enjoyable. The content was relatable to our work, and I appreciated the clear workbook and explanations provided by the trainer. 

Manager, UOB

This course has improved my ability to manage difficult customers more effectively. I now better understand how to see things from their perspective and provide aftercare solutions by standing from their point of view. The course emphasized that retaining existing customers is more important than acquiring new ones, which has shifted my focus toward service recovery and customer retention for my work and organization. I found the course duration to be just right, and I appreciated the trainer's knowledge and helpfulness. 

Finance Executive, Hwa Chong International School

This course has enhanced my ability to make effective use of CRM software to reduce labor and streamline processes. I learned how to intervene in tasks such as capturing and sorting data more efficiently, ensuring we gather real-time information and do not miss out on key leads. The session on CRM strategies provided valuable guidelines on how to develop an effective CRM approach. It has also helped me better manage customer escalations and resolve issues within the designated time frame

Credit Associate, UOB

Course fee