Short Programme
Customer Focused Culture
Delivering exceptional customer service starts with the right mindset and skills. This programme equips employees and team members with best practices for customer service by exploring customer behavior, managing client relationships, identifying customer needs, and fostering a customer-focused culture.
Live Virtual (Online)
1 - 2 Months
Designed for
New managers, middle managers, supervisors & leaders
Phase 1: Know Your Customers
Understand customer demographics and purchasing behaviors
Analyze why customers choose your product or service
Phase 2: Build Customer-Centric Relationships
This 1-2 month short programme includes:
Four cohort-based Learning Lab workshops
Action Learning Project
Access to 25 online courses and 500+ practical tools and resources
Graduation event & AMI certification
Enterprise-Wide Learning
For organizations seeking to enhance customer service across teams, AMI offers a tailored Customer-Focused Culture Programme as an enterprise-wide learning solution. This approach enables companies to embed a consistent customer service culture throughout their workforce while adapting content to specific business needs.
Impact @ Scale
Guided & Supported Learning Journeys
Cohort-Based
Groups of learners are guided by AMI’s facilitators through experiences that emphasize peer-to-peer learning, action learning projects, and networking.
Tech-Enabled
AMI’s web and mobile apps support learners anytime and anywhere with access to video content, downloadable tools and engagement, throughout their journey.
Africa First
Our approach and content is built for Africa’s ambitious professionals and teams. With content in 7 languages, African case studies, and experiences led by Africa’s finest facilitators, we put Africa first in everything we do.
I really enjoyed the hands-on approach of the programme, making it practical and easy to apply. I would definitely recommend it!
Abigail Goschen
Operations Manager
UCook
This journey has been a learning curve, teaching me the value of resilience and persistence. I used to struggle with giving feedback, but now I can communicate effectively and delegate tasks, which has significantly improved my team’s performance.
Sylvia Achando
Human Resource & Admin
Solar Panda
Goal setting was something we hadn’t focused on before. Now, whenever a woman comes to us, we start with setting clear, actionable goals.
Immy Nakyeyune
Founder
Mkazipreneur
I highly recommend this programme to other entrepreneurs. It helps you identify your strengths and the skills you need to grow your business. Knowledge is power—the more you learn, the better you can develop and scale your business.
Njabulo Johnson
Entrepreneur
Impilo Ka Lova
Ambitious learning for an ambitious Africa
Whether you’re looking for workplace learning for five to five hundred, or customized programmes that drive impact locally or across Africa, AMI’s learning solutions are tailored to meet your unique needs.
Connect with our learning advisors to discover how our ambitious learning programmes can help you achieve your ambitious goals.
Connect with an AMI Learning Advisor
Overview
Building a truly customer-focused culture requires a deep understanding of customer behaviours, needs, and expectations. The Customer-Focused Culture Programme equips professionals with practical tools and strategies to transform customer service experiences.
Participants will learn how to profile customers, map the customer journey, and manage critical touchpoints to ensure seamless service delivery. The programme also covers stakeholder management, best practices for handling difficult customer interactions, and strategies for fostering long-term client relationships.
Through interactive learning labs, action-based projects, and AMI’s extensive digital resources, learners will gain the skills needed to enhance customer satisfaction and create lasting business impact.
Key Outcomes
Customer Understanding & Service Excellence
Identify customer needs and provide tailored solutions
Adapt to diverse customer behaviors for improved service delivery