Overview

At Your Service: Creating a Customer-Centric Experience

Learning Objectives

At the end of this course, you will be able to:
– Adopt a customer-centric mindset
– Understand the importance of empathy in dealing with customers
– Set a standard in customer service culture
– Equip yourself with the right skills to deal with the customers in a distress situation
– Communicate effectively with the customers

Course Outline

Part 1:
– The organisation’s value and the importance of customer-centric culture
– Getting started: Identifying our customers and their needs
– Cultivating the customer-centric values
– Connecting with the customers

Part 2:
– Getting the first impression right – appearance, body language and attitude
– Communications etiquette and mannerism
– Overcoming communication barriers
– Role play/case study