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Course Description

Duration 60 minutes

This customer service training toolkit enables you to deliver your own bite size customer empathy training session.

In Tune with the Customer's World helps teams to see things from the customer's point of view, taking a step into their world, rather than their own world of your systems, processes and procedures.  Putting yourself in your customer’s shoes makes things run smoothly and transforms the customer relationship. Learn about key customer types, identify their needs and find out how to help them.

Fully customisable to your team and your customers, this module is a really impactful one hour customer empathy training session.

Course objectives

1 this module explores the types of customer you come into contact with, what’s important to them, and why they do business with you.
2 develop an empathic approach to customers, by understanding your customers and their requirements
3 step into the customer’s world; get closer and deliver great customer service
4 build the customer relationship while processing their transaction or enquiry.
5 keep customers wanting to come back
This module may require a little tailoring to make it relevant to your organisation and its customers. Included is a step by step guide on how you can segment your customer types, consider their buying behaviour, and develop the mindset to deliver great service.

Business needs addressed

Customer service

Customer retention

Customer needs

Building brand loyalty

Strengthening relationships

Strengthening your brand

Suitable for

Induction programmes – let new starters know how important your customers are from their first very day

Customer service training workshops

Call center training

Contact Center training

Telesales and telemarketing training

Sales training sessions

Team meetings

Company conferences


All employees

Front line customer service roles e.g. hotels, restaurants, surgeries and practices

Business to consumer

Business to business

Doing business by telephone

Call centers, contact centres, customer service centres

What's included

When you purchase, you’ll get everything you need to run a powerful, interactive training session for your people.

In Tune modules are flexible one hour sessions, which can be run by new and experienced trainers. There are clear instructions in the Trainer’s Guide so that managers or team leaders can run these valuable sessions in team meetings, saving your precious training budget, and minimising disruption to the business.

Trainer’s Guide

  • giving clear step by step instructions on how to run the session
  • see at a glance session plan for experienced trainers or big picture thinkers
  • detailed notes to enable you to run the sessions with confidence and ease
  • notes include tips on timings*, running the sessions, and how to keep the sessions lively, participative and focused on the outcome

*If you wish to spend more time on a particular area, there are suggestions for giving sessions greater depth.


It's up to you whether you use the PowerPoint pack, some trainers prefer not to but it's there for you if you choose to.


All the PowerPoint slides in this handy workbook. There is ample space for participants to make notes as a useful reminder of their session, but the sessions run equally well without a workbook.


There are also high quality supporting handouts of key messages and exercises, keeping your preparation time to a minimum.

7 Day Money Back Guarantee

If material does not do what you need it to do, please get in touch and we'll refund your purchase in full

On Approval

Currently available in the UK only.

Should you wish to look at the materials prior to buying, we will forward you a Trainer's Guide and invoice you at the same time. If you want to keep and use the folder we'll forward you the soft copy version when we have received payment for the invoice.

Should you decide the training material is not right for you, send us back the trainer’s guide, and we’ll cancel the invoice.

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