Leading Great Customer Experience

Target Audience

Executives and Managers

Course Overview

It is no longer sufficient to provide customer service, the pursuit of the “holy grail” of
customer service has now evolved from simply satisfying the customer to creating
outstanding and memorable customer experiences. This is a key driver in bringing
customers back to the organisation and ensures that the organisation stays ahead of
its competition in the race for the customer dollar.

Leading Great Customer Experience equips managers with a framework to begin
designing and creating the desired customer experience and to mobilise and lead the
frontline to deliver upon the desired customer experience.

Objectives
Adopt a new paradigm to customer experience management
• Evaluate the key drivers behind creating a memorable and delightful customer experience
• Design a customer experience process that is differentiated and delightful

Course Duration

2 Days

Course Outline

Framework for creating great customer experiences

Understand the critical levers in creating a great experience
Assess the organisation's capabilities in creating a great experience

Analysing Customer Expectations

Understand customer expectations
Apply The 5 Gaps Model

Designing the Customer Experience

Define the Customer Value Proposition
Map the Customer Experience
Set Standards and establish KPIs

Leading the Customer Experience

Assess qualities of a service leader

Empowering the Frontline

Applying the Service Profit Chain

The Experience Economy

Course Location

NTUC Trade Union House
73 Bras Basah Road
#02-01
Singapore 189556

Methodology

Mini lectures, discussions, case study, experiential activities

Price

Price (Includes GST) : $663.40* / $530.72^ / $504.18#

* Full Course Fee
^ Promotion Price # Discounted Price for Union Members