Delivering Great Customer Experience
Target Audience
Frontline Officers and Supervisors
Course Overview
How do get customers to return to our businesses? How do we create that memorable
customer experience which generates positive word of mouth and greater customer
traffic for the business? Many businesses talk about the importance of the customer
and perhaps some may even begin a campaign to drive the customer experience
message but very few actually implement a truly memorable customer experience at
every encounter with the organization.
“Delivering Great Customer Experiences” provides a comprehensive highly compact
tool kit to jump start any organization to deliver “great customer experiences”. It is a
quick start to the fundamental principles and strategies for any organization large or
small in creating a organization that is truly customer driven.
Objectives
By the end of the programme, participants will be able to:
• Acquire a mindset for creating great customer experiences
• Explain the principles behind creating great customer experiences
• Practice the techniques in creating great customer experiences
Course Duration
2 Days
Course Outline
Defining the Customer Experience
- Understanding the experience economy
- The 5 Service Experiences
Owning the Customer Experience
- Attitude – the key to creating a great customer experience
Delivering the Customer Experience
- The key elements in delivering the customer experience
Mastering the Customer Experience
- Apply the IMPACT model for creating the customer experience
Course Location
NTUC Trade Union House
73 Bras Basah Road
#02-01
Singapore 189556
Methodology
Mini lectures, discussions, case study, role plays, experiential activities
Price
- Price (Includes GST) : $558.50* / $470.80^ / $447.26#
* Full Course Fee
^ Promotion Price
# Discounted Price for Union Members
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