Business Outcomes

Participants will improve customer satisfaction, resulting in an increased potential of loyal customers. This helps companies implement customer strategy effectively resulting in long-term sustainability and increased revenues.

Learning Outcomes

• Gain awareness and buy-in of the Desired Customer Experience

• Understand “What is my role” to contribute to a customer centric culture and customer satisfaction

• Understand importance of emotions and differentiate between physical and emotional needs in customer experience

• Adopt a customer-centric mindset to be intuitive towards customers’ needs

• Identify and practice desired service behaviors and verbiages

• Apply techniques to manage and overcome service challenges

• Building a culture of Service Excellence - Participants will learn about the importance of customer centricity and ‘Why’ CX (customer experience) matters

• Championing Desired Service Experience - “What’s in it for Me?” 

• ‘Circle of Influence’ will be facilitated to help participants take personal ownership in delivering service outcomes

• Learn and appreciate the making of a service professional ‘Appearance, Behavior, Communication’ to create a positive and lasting first impression

• ‘The Wow Experience’ enables participants to engage in service initiatives that creates exceptional CX  

• Managing challenges allows participants to identify service challenges and closing the gap

• Adopt ‘CLEAR’ approach to effectively manage and overcome challenges

• Practice overcoming challenges by using tools and techniques discussed utilizing participant’s actual work scenario