It is no longer a competitive advantage for you to have great customer service. The pace of your business, the competition you face, and the 24/7 feedback available today, require employees to constantly ask, “How do I impact the customer in my role?” The answer to this question defines your customers’ experience – their customer journey. The new competitive advantage lies with employees striving to improve that journey; this goes well beyond customer service.

In Eagle’s Flight’s experiential Customer Centricity In Action solution, your employees and leaders will learn what it takes to create a customer centric culture, focus on the unspoken expectations of the customer, and create a value-add experience. This solution combines interactive discussion, hands-on experiential activities, and video analysis to truly change the way everyone, not just those in customer-facing roles, thinks about their impact on the customer journey and experience.


What Your Employees Will Learn

Participants return to work the next day with the ability, tools, and confidence to:

  • Intentionally seek opportunities to personally improve the customer experience
  • Own their impact on the customer experience
  • Proactively demonstrate ownership and personal accountability in their role
  • Balance personal judgement and corporate policy when taking action
  • Mitigate barriers and evaluate enablers to providing the best experience

Program Details

program-details-1-day-course Three 2-hour modules

program-details-participantsMinimum 10 participants

Virtual Learning Icon (Multi Color)-2Now Available: In-Class or Virtual Delivery

program-details-audienceIdeal for all team members for training

program-details-post-course-reinforcementPost-course reinforcement and retention options available to maximize impact of training


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Not Your Ordinary Learning Experience

Sustained learning is achievable through an approach that builds conviction by changing the hearts, minds, and skills of every employee, and experiential learning is a powerful vehicle to achieve that.

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Customization and Delivery Options

Regardless of the level of customization or consultation required to ensure your training investment is a success, you will be able to rest easy with Eagle’s Flight's in-house team of designers, artists, and facilitators. 

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“The use of your experiences to build understanding and conviction is an Eagle’s Flight trademark; and one which, in my opinion, is a true differentiator that sets you apart from all others in your field.”

Marc Caira, Vice Chair, Restaurant Brands International


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Guide to Building a Customer Centric Culture


Whatever your organizational training and development need may be, at Eagle's Flight, the possibilities are truly endless.

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