_Overview

This workshop aims to educate participants on the key methods of providing genuine and quality customer experience. Participants will learn how to differentiate customer service (CS) and customer experience (CX) as well as understand their significance to a company.

_{Learning Outcome}

At the end of this programme, participants will be able to:

✓ Understanding the difference and importance of customer service (CS) and customer experience (CX)s.
✓ Enhancing CS and CX collectively as a unit
✓ Building a customer centric mindset

_Duration

1 Day Training, 9:00 am – 5:00 pm

_{Target Participants}

Employees directly involved with customer experience / Front liners

_{Course Contents}

Module 1: Efficiency

• Meeting vs exceeding expectation
• Effective communication and effective listening
• Getting to know our customers

Module 2: Image

• Image as part of professionalism and company branding
• Basic grooming / personal hygiene techniques
• Learning of and changing our bad habits

Module 3: Safety

• Why building trust with customers is important
• Improving situational awareness
• Sense of urgency

Module 4: Courtesy & Empathy

• Establishing positivity through the mirror effect
• Basic knowledge on salutations and choice of words
• Putting ourselves in our customers’ shoes

_Methodology

• Slides
• Video
• Group Discussion & Presentation
• Assessment

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