Customer Care Professionals are made, and not born into this time and age. We need to cultivate the need to meet the customer’s expectations in order to elevate the standards of Customer Service. This program will be divide into three (3) stages where each is a stage to the other. Expect great learnings and sharings to move to the next level of Customer Experience!

• Know the history of CS
• Apply the right mindset & attitude needed
• Apply the right kind of skills
• Elevate customer service to the next level

Module 1:The Birth of Customer Service.

• Brief History of Customer Service
• Evolution of Customer Service
• Understanding the Concept of Customer Experience

Module 2: The Different Types of Customer Service

• Ron Kaufman’s 5 levels of Service Experience
• Industrial standards in Customer Experience
• The “STAR Way “ of interactions with customers

Module 3: The Role of a Customer Care Professional

• The right skills for the job - Empathy / Mannerism / Be Tactful 
• The golden rules of Dale Carnegie in building customer experience - applying what is relevant in relation building
• The mindset & attitude of a CCP - How do we form the best mindset and attitude  to manage the customers

Module 4: The Service touch-points

• The entire flow of customer experience - from door to exit point
• Establish the SWOT of the customer experience in stores
• Draw out action plan to improve customer experience

Module 5: Managing Today’s customers

• The personalities of customers today
• Equip the staff with the appropriate competencies to manage the customers
• Apply the essential steps to manage difficult customers

Module 6: The generations @ work and it’s effect of customer experience

• The definition of all the generations today - baby boomers/ Gen X/ Gen Y/ millennial/ Gen Z
• How to manage customers of different generations

Module 7: How do we solve problems & conflicts with customers / staff

• The Six thinking hats - a critical problem solving tool to manage the issues @ work / customers
• The PDCA ( Plan/ Do/ Check/ Action ) method in how we get staff to have solution mindset

Module 8: Building A Customer Experience Culture

• Framework for a customer experience culture alignment
• Building continuous improvement
• Practice internally the best level of Customer Experience

• Content Based/ materials
• Audio/ visual aids
• Management models
• Case studies / role plays
• Feedback / sharing