This course provides you with practical knowledge and experience to better understand, engage, and serve customers. learners will:

• Define customer needs and understand their impact on satisfaction and dissatisfaction.

• Recognize the importance of customer feedback, and explore methods of gathering and using it for service improvement.

• Explore customer profiling and classification to design tailored approaches that meet different customer expectations.

• Learn how to manage and adapt to various customer types – Directors, Socializers, Thinkers, and Relaters – using the Platinum Rule: treat others the way they want to be treated.

• Discover strategies for creating “WOW experiences” that go beyond expectations, applying service principles and values that foster delight and loyalty.

By the end of the module, you will gain deeper insight into customer behaviors and motivations, equipping them to personalize interactions, build trust, and drive stronger business relationships.