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The Customer: How to Understand Their Needs (BITE SIZE) (Udemy.com)

Be guided on understanding the modern customer and how their needs have changed over time

4.5
60,828 reviews

Created by: Learoy Tonight

Last updated December 2021

Our take

Based on the ratings of 60,828 students, a sample of their written reviews and the syllabus, as the course stood in December 2021. No course pays to be reviewed.

This is a short customer service primer from Learoy Tonight, a training company, and the scope is tight. It runs 69 minutes across 20 lectures and six sections, with no quizzes or exercises. The core idea is simple: how a team treats each other inside shapes what customers get outside. Most of the time goes to the modern day customer section, which has 11 short lectures. It is aimed at frontline staff and early managers, and it asks for nothing beyond a device and headphones.

Reviews lean positive. Most of the 60,828 ratings are four or five stars, and reviewers call it efficient and to the point, with a mix of video, stats and interviews that keeps it easy to watch. One says it was well presented and easy to understand. Another says it mostly confirmed what they already knew as common sense. The complaints are consistent: some repetition, background music that clashes with people speaking, tiny text on slides, and audio out of sync in one report. One reviewer says the examples are nearly a decade old.

The last update was December 2021, so the material on the millennial customer is showing its age. A few one-star ratings are about completion not registering, once inside a corporate training setup, which is a platform problem rather than a content one. With 104,702 students it is a popular quick option. Treat it as a one-hour refresher or a team warm-up, not training in technique. Anyone after depth should look at the fuller Master Series it belongs to.

Best forFrontline staff or new team leads who want a quick, low-effort primer on customer needs and internal versus external service.
Skip it ifYou want practical case studies, deeper technique or current examples. Reviewers call it basic and dated.

Pros

  • Short enough to finish in one sitting, 69 minutes over 20 lectures
  • Mix of video, interviews and stats keeps it easy to follow, say reviewers
  • Clear link between how staff treat each other and how customers are treated
  • Needs no prior experience or tools beyond headphones and a screen

Cons

  • Examples and references are dated, with one reviewer calling them almost a decade old
  • Basic and repetitive, with no quizzes, exercises or practical case work
  • Background music, small slide text and audio sync problems were reported
This course was efficient and to the point. There were a variety of visuals (video questions, stats, lecture, etc.) so it was fun to view.
Mary Ann Gutierrez, a student

Listed for all levels, but it suits frontline staff and junior managers best. No prior knowledge is needed.

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What you will learn

  • Recognise how internal service impacts external service
  • Define internal and external customers
  • Determine factors that create customer value
  • Link service to outcome
  • Identify needs of internal and external customers
  • Develop strategies to support the modern day customer - inclusive of the ‘millennial’ customer
  • Develop strategies to gain an emotional connection with your customer

Course content

6 sections · 20 lectures · 1.2 hours of video

  1. 1Welcome to How to Understand Customer Needs 1 free preview1 lecture · 1 min
  2. 2Customer Satisfaction 1 free preview2 lectures · 14 min
  3. 3Internal and External Customers4 lectures · 13 min
  4. 4The Modern Day Customer11 lectures · 19 min
  5. 5What's Your Game Plan?1 lecture
  6. 6Congratulations! You now know how to Understand Customer Needs1 lecture · 1 min

Who it is for

The instructor says it suits

  • Anyone looking to improve the experience of their customers
  • Anyone with an interest in driving a strong customer focus within their organisation
  • Anyone looking to develop their organisation into an environment that customers want to interact with and develop loyalty to
  • Anyone with frontline customer service experience, leadership or management experience, whether in a junior to middle management level or those who wish to move into a middle/senior management role within a customer focussed organisation
  • Anyone from a small, medium or large organisation

What you need before you start

  • A keen readiness to learn and put it into practice
  • Access to a computer, tablet or iPad
  • Headphones or speakers to listen to videos

How it compares

Against the other 51 rated Udemy courses in Customer Service on CourseDuck:

  • Rating4.5 out of 5higher than 31% of them
  • Reviews60,828#1 of 52 by number of reviews
  • Length1.1 hoursshorter than 64% of them
  • Last updatedDecember 2021earlier than 66% of them

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Course Description

There is no question about the impact great customer service has on an organisation. How to understand customers’ needs will give you the tools to make a connection and build a relationship with your customer base. Today we may be providing a service, tomorrow we may be a receiving one; it is the beauty of this that makes good customer service a truly human endeavour.

We see it often – an organisation says they’re customer centric and have a customer strategy to prove it, so why do they provide such a poor customer experience? Looks like a chicken, clucks like a chicken…  But it’s not a chicken?!

This BITE SIZED course will help you understand how your internal processes impact your external service. It gives you tools to determine the factors that create customer value and links your service to outcome. You will also be guided on understanding the modern customer and how their needs have changed over time. That customer experience strategy of yours may just need a little tweaking so that you can truly respond to your customers’ needs.

Each lecture has been carefully selected so that you can explore relevant and meaningful strategies to create a truly customer centric workplace. Build a culture that values the importance of each customer interaction and empowers employees to provide the best service possible. This course is full of tips and tricks to use inside and out of your workplace. It will motivate you to really understand and support the environment you’re trying to create.

Many people take part in creating these courses – from subject matter experts, to researchers and designers – to ensure you are provided with the best learning experience and the most up to date information. We’re excited about education and want to give you the opportunity to be the best you can be.

This BITE SIZED course will take you approximately 30 to 45 minutes to complete and will cover all of the components required to understand customer needs. Our content will give you the opportunity to listen to experts and understand relevant models to use on your leadership journey when creating a truly human customer experience. Enjoy a collection of videos, interviews and engaging imagery used throughout our presentations.

This BITE SIZED course is also part of our Master Series - The Customer: Service At Its Best.

If you would like to really challenge yourself, join us for the entire journey.

So what are you waiting for? Start tonight and be on your way to providing amazing customer service tomorrow.
Read More All Levels All Levels product length iconTime: 1.1h

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Instructor Details

Learoy Tonight

Learoy believes that an investment in education is an investment in your future business. Learoy has a driving passion for outcomes, business return and creating engaging learning experiences.

Learoy Tonight is essentially bite size learning, it's all about learning that little bit now and implementing those new skills and knowledge in the workplace tomorrow.

Learoy isn't your typical education company. It's a forward-thinking, digital business that's leading the way. We've done the research and we're driving results through education. You'll see.

Read More

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Reviews

4.5

60,828 ratings on Udemy

Select a bar to show only those reviews.Select the bar again to show every rating.

Write a review

By Miriam Edmond on 8/28/2026

The lecture focuses on understanding customer needs and building strong relationships with them. It uses a relatable analogy of boy meets girl to illustrate how miscommunication can lead to misunderstandings. The course provides strategies to help participants connect better with customers, ensuring they feel valued.

By Terina Omath on 8/12/2026

The training was extremely insightful and beneficial. It offered relevant information, practical guidance, and useful takeaways that will help improve my performance and confidence in my role

By INGA BABIUC on 5/12/2026

We all (PM, EM) work with customers and for customers, make a deep dive into the concepts of customer satisfaction, communication with the customer are always useful and usable in day by day work.

By Michael Livingston on 4/27/2026

good content and details. Some was a bit repetitive. Also, some Resource links (such as the Netflix story in section 18) didn't work. The pictures in the slides, although interesting, rarely had anything to do with the content.

By Anonymized User on 4/25/2026

Hi, I felt the course is ok for basic understanding, could be done in more depth, and with practical examples. And about the content, the background music is very disturbing, especially when different people were sharing their views.

By Susana Masoe on 4/23/2026

I really enjoyed the course and the different scenarios and examples it offered to help me understand the different ways in which I can meet our customer's needs. The course provided a lot of great information that I will implement in my day to help customer's and exceed their expectations.

By Darlene Castillo on 4/20/2026

This is an in general customer service experience, although good it is an outdated video from about 2007 to our 2026 time of expectations, it does an ok interpretation, especially for workers with little to no experience in service industry.

By Killiana Kalima on 4/16/2026

This was a great session.I realised how important it is to value both internal and external customers as well as being able to differentiate between decision making and emotions.

By Kayitesi Catherine on 4/10/2026

Taking the customer experience course was a real eye‑opener for me. The training dove deep into understanding customer needs and showed how the Service Profit Chain works in everyday business. I found the course to be a perfect match because it linked internal processes, employee satisfaction, and the value delivered to customers in a way that made sense for my work.

By Kumara HR on 3/23/2026

Thank you for a great course. Great presentation style with lots of opportunities to ask questions and talk about real life examples which all made for a really enjoyable and informative course.

By Don Chesniak on 12/20/2020

Content met expectations

By Tran Ngoc Anh on 11/26/2020

This course has provided some information that I was not aware of before. It helped me to improve my knowledge somehow. Besides, I expected that this course could advise more key notes to understand customers better but it was not fully met. The inappropriate script and sentence break on video sometimes make me confuse that I wish it could be improved.

Showing 12 of 289 reviews

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Quality Score

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Overall Score : 90 / 100

The Customer: How to Understand Their Needs (BITE SIZE)
Visit course on Udemy Write a review
  • Video Duration: icon 1.1h
  • Price: See price on Udemy
  • Provider: icon Udemy
  • Updated: icon December 2021
  • Level: All Levels All Levels
  • Language: icon English
  • Certificate: icon Yes
  • Lectures:20 in 6 sections
  • Students:104,700
  • Subtitles:17 languages
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