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Through the Customers' Eyes

Practical Training for Professionals


£516 inc VAT
Study method
No formal qualification
6 CPD hours / points
Additional info
  • Tutor is available to students

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Location & dates

Somerset House
Temple Street
West Midlands
United Kingdom
EEF Venues
Clifton Down
United Kingdom
Cheadle House
Cheadle Royal Business Park
United Kingdom
150 Minories
City of London
United Kingdom


Only when we really understand our customers' experiences of our business can we make real improvements to our business practice. This course develops techniques to help identify our customers' expectations and how we can meet and exceed them in both the sales and after sales roles.

This Through the Customers' Eyes course is available throughout the UK.

CPD Value 5.5 Hours


6 CPD hours / points
Accredited by Approved By Law society


09:30 - 10:00 Coffee & Course Objectives

10:00 - 10:30 The Good, The Bad & The Ugly (Working from their pre-course assignments delegates compare their own good, bad and ugly experiences of customer care when they were the customer.)

10:30 - 11:00 The Hole in the Bucket Syndrome

11:00 - 11:15 The Value of Brands (What makes a good brand. A look at the strength of Company's Brand and what it stands for.)

11:15 - 12:00 Competitive Knowledge - Presentations (Working coffee break - Each group will be assigned two competitive brands and will be given press releases and advertisements. Based on these and any mystery shop experience gained from their pre-course assignments, they will analyse the brands from a customer's point of view and present back to the group.)

12:00 - 13:00 Customer Expectations (Telephone & Face to Face)

13:00 - 14:00 Lunch Break.

14:00 - 14:30 Verbal Communication (Here delegates will look at the importance of first impressions i.e. when answering the phone and also the limitations of verbal communication through a fun exercise)

14:30 - 15:00 Delegates to be Mystery Shoppers (Delegates working in small groups will be assigned tasks to make phone enquiries to different sectors and report their findings back to the group)

15:00 - 15:15 Delegates to Critique Taped Calls

15:30 - 16:30 Visual Communication (This final session gets delegates to look at the importance of visual communication and again specifically from the customer's point of view. How well signposted is their dealer, how good is the display etc.)

16:30 - 16:45 Summary & Action Plans Agreed

Questions and answers


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What does study method mean?

Study method describes the format in which the course will be delivered. At Reed Courses, courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

What are CPD hours/points?

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on Reed Courses, many of which can be completed online.

What is a ‘regulated qualification’?

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

What is an ‘endorsed’ course?

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body’s logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.