Customer Loyalty & Culture
Unleashed (1-Day)
Contact our learning specialists at +65 6376 0777 or write to
skillsmastery@sqcentre.com for more information.
Home / Customer Experience (CX) / Customer Loyalty & Culture Unleashed (1-Day)
*Classroom-based Learning* OR *Online Learning*
This workshop empowers participants to navigate and excel in the dynamic customer landscape by fostering a deep understanding of customer expectations, honing skills to respond to difficult situations, and instilling principles of customer loyalty. Participants will know what it means to cultivate a customer-centric culture within organisations, ensuring sustained success and positive customer relationships.
Key Benefits
- Gain insights into current customer expectations and evolving customer expectations
- Engage in empathy mapping exercises to comprehend customer perspectives and identify pain points
- Explore Jay Baer's Hatrix model for effective handling of diverse customer complaints
- Acquire proactive customer service techniques to anticipate and address customer needs
- Develop actionable plans to foster a customer-centric culture within their organisations
- Gain insights into practical strategies for embedding customer-centricity in day-to-day operations
Course Contents
The Evolving Customer Landscape
- Changing customer expectations
- Digital channels influence customer behaviours and preferences
- Psychological factors influencing customer decision-making
- Cognitive biases, emotional triggers and the impact on customer expectations
Responding to Difficult Customers
- Jay Baer's Hatrix model for handling different types of customer complaints
- Analysing real-world examples of companies effectively addressing customer complaints
Principles of Customer Loyalty
- Loyalty-building strategies
- Proactive customer service techniques
- Strategies for anticipating and addressing customer needs before they arise
Emotional Intelligence in Customer Service
- The concept of emotional intelligence and its role in customer interactions
- Practical tips for developing emotional intelligence
- Handling emotional customers
- Strategies for maintaining composure and de-escalating tense situations
Cross Cultural Communication
- Importance of understanding and respecting diverse cultural backgrounds
- Adapting communication styles to different cultures
- Strategies for overcoming language barriers in customer interactions
- Explore ethical dilemmas that may arise in customer service and how to address them
Service Recovery
- Strategies for offering sincere apologies and resolutions when service failures occur
- Businesses turning negative customer experiences into opportunities for loyalty
- Psychological impact of effective service recovery on customer perception
Who Should Attend
This workshop is designed for any customer-facing working professionals who are seeking ways to cultivate a customer-centric culture in their organisation.
*This workshop is customisable to suit organisational needs. Please contact us for exclusive and attractive corporate rates.
Trainer
Jit Sharma is an experienced trainer, facilitator, and curriculum developer with over 15 years’ experience in helping individuals and organisations achieve their training and learning goals in areas such as human resources, customer service and engagement, creative thinking, critical thinking, mental wellness, team building and art of writing. He is an expert in incorporating psychological theories and practices, experiential learning processes, and design thinking in his training and course design to create sticky-learning moments.
