🎯 Course Description:
Designed to instill a mindset of customer-first thinking, this course teaches how to improve customer experience, manage expectations, and handle service breakdowns effectively. It blends strategy, soft skills, and service design.
👥 Who Should Attend:
-
Customer service representatives
-
Sales and support teams
-
Anyone in client-facing roles
🗓️ Day 1: Understanding the Customer
| Time | Topic |
|---|---|
| 08:30 – 09:00 | Welcome, Course Overview, Introductions |
| 09:00 – 10:30 | Customer Expectations and Value Drivers |
| 10:30 – 10:45 | ☕ Coffee Break |
| 10:45 – 12:15 | Voice of Customer (VoC) Techniques |
| 12:15 – 01:15 | 🍽 Lunch Break |
| 01:15 – 02:45 | Customer Journey Mapping |
| 02:45 – 03:00 | ☕ Coffee Break |
| 03:00 – 04:30 | Workshop: Analyze and map your customer flow |
🗓️ Day 2: Service Skills and Attitude
| Time | Topic |
|---|---|
| 08:30 – 10:00 | Building Empathy and Connection |
| 10:00 – 10:15 | ☕ Coffee Break |
| 10:15 – 12:15 | Positive Language and Communication |
| 12:15 – 01:15 | 🍽 Lunch Break |
| 01:15 – 02:45 | Handling Challenging Customers |
| 02:45 – 03:00 | ☕ Coffee Break |
| 03:00 – 04:30 | Simulation: Difficult service interactions |
🗓️ Day 3: Service Recovery and Loyalty
| Time | Topic |
|---|---|
| 08:30 – 10:00 | When Things Go Wrong: Apology Techniques |
| 10:00 – 10:15 | ☕ Coffee Break |
| 10:15 – 12:15 | Turning Complaints into Loyalty |
| 12:15 – 01:15 | 🍽 Lunch Break |
| 01:15 – 02:45 | Root Cause of Service Failures |
| 02:45 – 03:00 | ☕ Coffee Break |
| 03:00 – 04:30 | Case Study: Service recovery planning |
🗓️ Day 4: Internal Customer Service and Culture
| Time | Topic |
|---|---|
| 08:30 – 10:00 | Serving Internal Stakeholders |
| 10:00 – 10:15 | ☕ Coffee Break |
| 10:15 – 12:15 | Creating a Culture of Service |
| 12:15 – 01:15 | 🍽 Lunch Break |
| 01:15 – 02:45 | Reward and Recognition in Service Roles |
| 02:45 – 03:00 | ☕ Coffee Break |
| 03:00 – 04:30 | Team Challenge: Building a service pledge |
🗓️ Day 5: Final Simulation and Strategy
| Time | Topic |
|---|---|
| 08:30 – 10:00 | Customer Experience (CX) Strategy Overview |
| 10:00 – 10:15 | ☕ Coffee Break |
| 10:15 – 12:15 | Customer Service Simulation |
| 12:15 – 01:15 | 🍽 Lunch Break |
| 01:15 – 03:00 | Action Plan: Enhancing CX in your role |
| 03:00 – 03:15 | ☕ Coffee Break |
| 03:15 – 04:30 | Final Q&A, Feedback, Wrap-Up & Certificates |
📂 Course Materials Provided:
-
Customer journey maps
-
CX improvement checklist
-
Complaint handling templates
-
Service recovery guide
