Customer Experience
Design & Training

"Customers as Your Brand Ambassadors!"

Companies renowned for great service like Ritz Carlton and Starbucks have defined customer experiences/philosophies that are differentiated, and together with focussed execution, form the essence of loyalty to their brands.

“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, and equipping them with the knowledge and abilities to purposely evoke the desired experience and consistently 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 workshop equips you to map out the ways your customers experience 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

Srinivasan Venkattapan (KG)

Senior Vice President - Corporate Planning

HITACHI Solutions Asia Pacific Pte Ltd

Despite the short notice to facilitate, Vincent and his team stepped up to the challenge and exhibited a high degree of commitment and professionalism, right from the first contact. Prior to the retreat itself, they customized the content to align with our target markets and audience, reviewed the contents with stakeholders and designed the regular communication with field leaders. Their commitment to the details went even to the extent of designing the venue and every aspect of the retreat and was quite exemplary. The retreat was facilitated with a good mix of opportunities for the individuals and the teams to listen, reflect and act.

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