Customer-centric cultures

Customer-centric cultures

Customer service is what you do.


Customer experience is how the customer feels.


A customer-centric culture supports and prioritises the creation of positive customer experiences.


CX Training can help you develop a customer-centric culture in your organisation through a range of consultancy and training engagements as below.

Customer listening

  • Net promoter score
  • Ongoing, proactive qualitative listening
  • Sharing and addressing feedback
  • Ongoing seeking of staff insights

Customer journey mapping & design

  • Customer personas (understanding customers)
  • Touchpoint mapping and assessing existing experience
  • Designing new experience
  • Designing and implementing new processes, systems and behaviours
  • Customer service standards


  • Example
  • CX Prioritisation
  • Recognition


  • Mindset / Awareness
  • Emotional intelligence
  • Communication skills
  • Relationship management
  • Project management and costs consciousness
  • Customer journey mapping
  • CX Performance management

HR Infrastructure

  • Role design
  • Behavioural objectives
  • Incentives & Rewards
  • CX Performance management
  • Recruitment
  • Behavioural profiling

Values statements

  • Customer value and priority statements
  • Behavioural statements and objectives
  • Embedding
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Contact us on or 0404 266 174 to discuss your training needs now.


Tailored Training and Workshops

Delivering consistently excellent customer experiences can involve a number of different skills and approaches.


CX Training has expertise in a broad range of courses and disciplines. We can work with you to develop cohesive in-house customer service training tailored specifically to your needs.


Our customer service training workshops can be customised to include the following:

Customer Experience Essentials

Active listening

Body Language

Advanced rapport building skills

Negotiation skills

Communication skills

Dealing with difficult customers

Conflict resolution / dealing with customer dissatisfaction

Professional telephone skills

Rapport building for introverts

Communicating value

Understanding buyer behaviour and client value

Understanding different client types

Customer engagement (responding to initial enquiries)

Relationship sales

Insight / spin selling

Pricing, quoting and money talk

Building high-trust, value-rich client relationships

Customer relationship management

Customer experience essentials – retail

Customer experience essentials – call centres

Customer experience essentials – financial services

Customer experience essentials – professional services



By focusing on mindset, skills, and behaviours, CX Training delivers in-house customer service training that stays with you throughout your professional journey.





With a positive receptive mindset, we can then lay the skills on top. We passionately believe that anyone can build and improve their customer-facing and sales skills. While some might seem like ‘naturals’ and others not, everyone can improve with the right training.





Learning doesn’t stop with skills; people have to apply them and change their behaviours. We work on the practical and psychological issues that help or hinder the confident application of skills.






For more information on our in-house customer service training, or to book a customer service training workshop, contact us at or 0404 266 174 today.