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The Poisson Rouge CUSTOMER CENTRICTY workshop provides training in how to dramatically and measurably improve customer satisfaction, customer engagement and customer delight.

Focus Areas

  • Who are your customers and what do they need from you?

  • Why and how should you put the customer at the centre of your universe?

  • Understanding your customers' needs

  • Customer lifetime value

  • Who are your internal, ‘front line’ customer centricity allies?

  • The Cycle of Service – a powerful customer centricity methodology

  • Disney – a case study

  • Tools for action (The Effort - Impact Grid & The Accountability Ladder)

  • What does success look like?

Available Formats

  • This training is avialable in four formats:

  • Virtual via webinar (duration 2-3 hours)

  • Face to face (Half day / full day)

  • Blended combination of both virtual and face to face

  • "Workout" - This is a shorter 'toe dip' session in which we cover a few broad principals - duration 1 hour

Who Should Participate? 

Individuals, teams and organisations who want to improve and strengthen customer satisfaction. Include your customers in these sessions too!

Participants Will 

If you attend this customer centricity training you will


  • Understand all the "thought points" and "touch points" of the customer service cycle

  • Identify all customer experiences that are currently 'tragic; and identify swiftly how to make them 'magic'

  • Leave with a methodology that is instantly implementable by you and your team directly (not by us).

  • Be able to measure the impact of your training

  • Enjoy the experience

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