Customer Experience
"Customers as Your Brand Ambassadors!"
Renowned companies that offer outstanding service such as Ritz Carlton and Starbucks have defined and differentiated their customer experience / philosophies. With focused and consistent execution, these companies enjoy strong brand loyalty among their customers.
“What is your Desired Customer Experience?
Is it consistently lived out within the organisation?”
Our programmes are designed to purposefully imbue the desired customer experience into staff engagement across the organisation, connecting with them to build awareness and desire for change. We then equip them with the knowledge and abilities to purposely and consistently evoke the desired experience across the customer journey.
At the core of this customer-centric culture is the strengthening of “Think Users First”, “Agility” and “One Team” mindset. The outcome is your branded customer experience resulting in high levels of customer loyalty.
Shaping the Service Mindsets, Competencies of Customer Facing Team Members
Defining the Service Philosophy – the Core of Creating Your Unique Customer Experience
Map the Customer Journey Across All Service Touch Points, Identifying Driver Points
2-Day Deliver the Desired Customer Experience (Staff/Team Members)
People may not remember what you say or do but they can certainly remember how you make them feel. This is the essence of customer experience. What are the emotions that truly matter for your stakeholders? Learn and practise how to purposefully and consistently deliver the desired experience.
*Can be modified for non-customer-facing/back of house team members.
Understand
importance of emotions and differentiate between physical and emotional needs in customer experience
Gain
awareness and buy-in of the Desired Customer Experience
Understand
“What is my role” in delivering the service experience and practising desired service behaviours and verbiages
Practise
“Managing and Overcoming Challenges”
2-Day Lead the Desired Customer Experience* (Service Lead/Managers/Supervisors)
Customer loyalty happens when everyone in an organisation is aligned and committed to deliver a differentiated customer experience. Leaders are responsible to engage and inspire their teams to live out the desired service values. .Learn and practice how to coach others to execute with passion, the desired service experience.
*Can be modified for non-customer-facing/back of house team members.
Understand
role of managers/supervisors in effecting the Desired Customer Experience
Learn
and practise the “BOFF” Feedback Model to coach frontline staff to effectively deliver the Desired Customer Experience
2-Day (Train-the-Trainer)
Alignment to the service culture through training for the new staff as well as existing staff is an on-going process. Organisations in their on-going efforts may train their service champions to train other staff. Through the train-the-trainer programme they will be equipped with the knowledge and skills to cascade the desired service experience.
Understand
Adult Learning Principles and basic facilitation techniques
Undergo
actual preparation for both programmes (“Deliver” and “Lead”)
1-Day Develop Emotional Resilience
(All Staff/Team Members)
We work in a constantly changing and unrelenting environment leading to unhealthy stress. Resilience is building the ability to cope and adapt to crisis and stress. Being emotionally intelligent is being aware of your "stressors" and your response to them. - You have a choice! In this workshop you will examine what you need to do to be resilient and perform better.
Gain
awareness on the importance of managing emotional stress
Reenergise
commitment by reconnecting to a deeper sense of purpose
Understand
how to “unpack” and "repack" to lighten emotional loads and make choices that are more fulfilling
1-Day "Complaint Is A Gift" (All Staff)
Delivering positive customer experiences consistently, especially in difficult situations is challenging. Building customer relations and listening with empathy calls for a change in the way we think about complaints – "Complaint is a gift“!
You will learn how to build a collaborative environment where everyone is accountable for creating promoters and brand advocates. A complaint is an opportunity to engage and win over a customer with service delivery that exceeds their expectations.
Appreciate
complaints as opportunities to deliver beyond service recovery
Understand
how to communicate effectively to win over unhappy customers
Recognise
the importance of managing delicate emotions when customers are upset
Develop
skills and practice on managing situations that are challenging
Half-Day Co-Create Your Service Brand Experience
(Senior Leadership Team)
Having a compelling service vision that inspires staff to excel is critical for the success of an organisation. This workshop provides the knowledge and skills to craft a shared vision of the service philosophy and how to identify service principles/behaviours to roll out an organisation-wide action plan.
Develop
the case for change for a Service Transformation
Define
your Desired Customer Experience Philosophy (using Design Thinking methodology)
Articulate
your service “North Star”- Philosophy/Vision/Strategy
Establish/Review
the Service Excellence structure and Service Champion Team
Half-Day “Service Blueprinting” Workshop
(Service Leaders)
Have you wondered what your organisation looks like to your customers? This workshops allows you to map out the customer experience journey in your organisation. It helps you to improve or enhance the existing experience to deliver the desired emotional experience in service for the customers. You will learn how to engage customers better by uncovering the pain (combustion) points and desirable moments (cookies) of customers; brainstorm and vote on the actions with the strongest impact.
Framing
the Desired Customer Experience mindset for an identified Customer Journey
Identify
the “Cookies” and “Combustion” at each customer journey touchpoints
Co-create
and Moment Drivers to addresses the desired physical and emotional experience the Driver Points
Integrating
service transformation action plans to operationalise customer experience (Revise your service processes and approaches at touchpoints to enhance the experience)
Our Impact, Our Transformation
Stanley Lam
Chief Executive Officer
Mahkota Medical Centre
We would like to specially thank aAdvantage for their commendable efforts in crafting out and customising the Service Excellence (SE) training modules for us to instil in our staff, not just front liners, but everyone, that serving customers is centric to our hospital's objective and is everyone's mission.
We can confidently attest that aAdvantage's added value are not just designing, training and consulting but touching the hearts of our internal trainers and motivating them to do beyond their jobs. We are so glad that we have got the right strategic partner for this key initiative. You are classic and exemplary in creating Customer Service success story!
aAdvantage has truly etched an indelible mark in Mahkota Medical Centre and their contributions to our success on the customer experience journey initiative is remarkable to say the least. aAdvantage is definitely our preferred partner in the next key initiative.
