Customers, the most important ASSET to all businesses. Without the customers, the business could not exist literally! Henry Ford once said: “It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages.” Everyone agrees that the CUSTOMER is important, yet we can easily lose one in seconds if we are not well prepared in handling our customers, especially, the customers in this new era, who are more affluent and more informed than ever before.
Customer Experience, is the ‘outcome’ of every interaction a customer has with your business, from the appearance or exposure in the media (direct or in-direct), to first engagement with the customer, introducing your product/service, and receiving the product/service they bought from you, and the after-sales process too. Everything you do, directly and in-directly impacts your customers’ perception, their satisfaction,
their decision to keep coming back or not, and their reviews – their sharing of experience with their network of people. An Excellent Customer Experience is your key to sustain and success!
In this 2-days programme, we train participants to understand the key elements of excellent customer experience, design the customer experience framework/roadmap, sharpen and align the strengths with the customer experience road map, and achieve the goal in creating more “happy and loyal” customers.
Brochure
— Course Fee: RM 6,480.00 (Inclusive of 8% Service Tax) —
Module 1: Manage your ground – Customer Experience & Customer Service:
“You’ll never have a product or price advantage again. They can be too easily
duplicated. But a strong customer service culture cannot be copied.” – Jerry Fritz –
• What is Customer Experience? What is Customer Service? Quality
Customer Service?
• Know what Customer Experience and Quality Customer Service are.
• The key elements of Quality Customer Service.
• Tools to build your own Customer Experience Road Map – SWOT
Analysis, Work Breakdown Structure
Module 2: Manage yourself – EQ, State Management & Personal Grooming & Business Etiquette:
“When dealing with people, remember you are not dealing with creatures of logic,
but creatures of emotion.” – Dale Carnegie
• What is EQ? What is State Management? What is Personal Grooming?
• Understand EQ and State Management
• Apply State Management techniques in customer handling
• Tips on Personal Grooming & Business Etiquette that give good
impressions to customers that last
• Tools to manage your Emotional States – 3 Basic Needs, Relationship
Trap Triangle, NLP State management Techniques (Manage Anxiety,
Overwhelm, Fear, Anger)
Module 3: Know your customers – Manage Customers’ Needs & Customers’
Complaints:
“We must learn what customers really want, not what they say they want or
what we think they should want.” – Eric Ries
• Know your customer’s needs and expectation
• Dissecting 10 Common Customers Complaints – Possible Root causes &
Remedies
• Tools to manage customers – Building Rapport, Extract information
through Questions and Listening, Facial Micro Expressions, Problem
solving skills
Module 4: Create your map and strategy – Build your Excellent Customer
Experience Framework:
“Building a good customer experience does not happen by accident. It happens by
design.” – Clare Muscutt
• Create the Customer Experience Road Map
• Identify your role & strengths
• Building Rapport & Good communication skills
• Manage your State & Image
• Perform your role in excellency and with pride
• Accept Feedbacks, Perform Self-reflection and Become a Better Service
Professional