Crafting Memorable Customer
Experience (1-Day)
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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
- Understand your organisation Vision, Mission and Core Values
- Appreciate how these elements tie in with customer service excellence
- Identify your role in delighting the customer
Effective Communications I
- Understand the Art of Asking – what to ask and how to ask the right questions
- What is Active Listening
- Using your Asking and Listening Skills to Upsell and Cross-sell
Effective Communications II
- Dealing with Difficult Conversations with our Ready-Set-Go framework
- Using the “I” message
- Handling Objections with Empathy
Effective Communications III
- Dealing with Social Media
- Writing impactful and effective emails
Problem Solving
- Problem Solving Techniques
- What skills do you need to solve problems
Tech & Customer Experience
- The future of Customer Experience, Service Excellence and Tech
- Adopting AI to enhance our customer experience
Role Plays
- Putting what you’ve learned together here in team 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.
Trainer
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.
