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Home / Customer Experience (CX) / Crafting Memorable Customer Experience (1-Day)
*Classroom-based Learning* OR *Online Learning*
Delivering a delightful and an elevated customer experience can be a differentiator and a competitive advantage for any business. This comprehensive workshop, combining interactive lessons and practical individual and group activities, is designed to enhance participants' customer service skills, enabling them to connect and interact with customers more effectively. In aligning customer service practices with organisational goals and values, a consistent and unified approach to customer interactions is guaranteed.
Through the development of improved communication skills, participants will be better equipped to engage with customers, meet their constantly changing needs and expectations, make the engagement memorable and build longer-lasting impressions of themselves and their organisations.
Key Benefits
- Understand the importance of customer service excellence, customer satisfaction and loyalty to the success of the organisation
- Align customer service best practices with organisational goals and values
- Improve communication skills – asking the right questions and active listening as well as writing impactful emails to customers
- Increase problem-solving abilities to resolve customer issues effectively
- Handle challenging and difficult customer situations and conversations with empathy and confidence
- Generate repeat business and referrals through excellent and exceptional service
Course Contents
Your Organisation Vision, Mission and Core Values
Effective Communications I
Effective Communications II
Effective Communications III
Problem Solving
Tech & Customer Experience
Role Plays
Who Should Attend
This workshop is beneficial for anyone who interacts with customers, including frontline customer service staff, managers, sales representatives, receptionists, and support teams. It can also be valuable for individuals in roles indirectly related to customer service, as it promotes a customer-centric mindset throughout the organisation.
*This workshop is customisable to suit organisational needs. Please contact us for exclusive and attractive corporate rates.
With over 30 years of experience in sales, account management, and consultancy across the financial and Telco/IT sectors, Chang Tou Yuen is passionate about helping businesses and individuals tackle their unique challenges. As a consultant, coach, and facilitator, he had conducted bespoke workshops globally, emphasizing transformational sales strategies, customer-centric approaches, and soft skills. His clients include industry giants like AWS, Globe Telecom, and Atlassian. Notably, he had been an active facilitator for AWS, focusing on their Enterprise Account Management team and delivering impactful workshops. Additionally, he led sessions for Omantel, contributing to their sales excellence. His expertise spans account management, sales, leadership, and customer service across high-tech, IT distribution, telecommunications, and financial sectors.