Customer Centricity Training Program
Monday, February 23, 2026
Category:Customer Service
3
Days
Dubai
9:00am – 4:00pm
Introduction
How do you build customer centricity? Every organization has a business philosophy that guides the way they conduct themselves. When a business philosophy places their customer at the centre of their operations it is said to be customer centric. For an organization committed to customer centricity, customer satisfaction isn’t just another shoptalk that businesses engage in to remain in trend.
Solid State Training has introduced a Customer Centricity course to provide its learner up-to-date informational material and counsel regarding the subject. The course aims to train employees, professionals and businessperson with key insights of customer centricity and related topics. The training program will convert employees into active members striving to cultivate customer centric culture.
Objectives
On successful completion of the Customer Centricity Training Program, participants shall be able to:
- Create a positive customer experience throughout the journey of the customer
- Fix role of every employee in developing a customer centric culture
- Enhance customer satisfaction by creating a personalized experience for customers
- Design customer-centric programs that will help in gaining a competitive advantage in the market
- Align products and processes to customer needs and enhance the customer journey
- Increase customer retention through better customer-centric programs and thus cutting customer acquisition costs
- Acquire knowledge of latest practices and applications used for the purpose of customer centricity
Training Methodology
Solid State Training follows the ‘Do-Review-Learn-Apply’ model. Training methodology includes:
- Interactive sessions
- Case studies
- Problem solving exercises
- Group Discussions
- Management Games
- Role playing/role modelling
- Presentations
Organizational Impact
Participants upon successful completion of Customer Centricity course, shall benefit their organization in the following manner:
- Bring together an efficient workforce dedicated to working towards customer centricity
- Develop acumen necessary for timely recognizing customer needs and expectations
- Efficiently design the experience for relevant customers
- Strive to deliver best experience at minimum cost
- Develop a healthy environment within the organization focussed on sustainable competitiveness
- Create differentiation among peers through enhanced customer centric strategies
- Proactively engage with customers and thus ensuring better customer retention
- Understand risks of disregarding customer centricity
Personal Impact
Upon successful completion of the Customer Centricity course, participants shall benefit at a personal level in the following manner:
- Learn to use various customer centric metric and variables
- Develop customer focussed leadership among management and teams
- Understand every decision needs to consider the customer perspective including operational decisions, hence improving and evolving dynamic decision-making
- Gather a better understanding of customer journey and attempt to create value on different touchpoints
- Learn to anticipate probable hurdles in the path of customer journey
Marketing managers/Marketing heads, Customer Service Professionals/Leaders and Managers, Customer relationship managers/Relationship managers, General managers, Sales professionals, salesperson, Start-up founders, entrepreneurs.
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