Certified professional : Developing a Customer Centric Program

Certified professional: Developing a Customer-Centric Program
Certified professional: Developing a Customer-Centric Program
Satisfying our customers is essential, whether they are internal or external customers. To do this we must focus all our activities on delighting our customers; that is becoming Customer-Centric. Organisations understand the values of becoming customer-centric, but the transformation is challenging. The change must start internally, how we work with other employees.
This highly engaging training course demonstrates how to measure the current level of customer-centricity by better understanding your customer experiences and requirements; and reinvent your brand and culture to deliver the perfect customer service experience. This will both challenge and excite delegates, inspiring them into action having experienced the power of customer-centric thinking. The training course will also disclose The Building Blocks for a Customer-Centric Service Culture and how delegates can strengthen their own customer culture and influence that of other functions. Superb service is delivered by people to people – even in this age of high technology. All delegates will leave the course with a challenging but realistic personal plan to drive a customer-centric service culture across their area of responsibility.
Total Training Hours : 22 Hours
Training Duration      : 1 Week
Total Training  Days  : 4-5 Working Days
Weekdays (Sunday to Thursday)
Regular Sessions : 4 – 6 Hrs Per day (9am to 2pm or 3.00pm to 9.00 pm)
Food & refreshments Included
Weekends (Friday & Saturday)
Fast Track Sessions: 8 Hours per day (9am to 5pm)
Food & refreshments Included
Globally recognized certificate from “Kings Global Career Academy”
Hard & Soft Copies of Study Material
1. Email
2. Social Media (For Emergency requirements)
1. Passport Copy
2. Curriculum Vitae
3. Passport size photographs
4. Course Fee
Cash / Cheque / Credit Card / Bank Transfer.
  • Function and Department Heads
  • Supervisors
  • Customer Service Managers
  • Customer Service Team Leaders and Supervisors
  • Account Managers
  • Sales Managers
  • Marketing Professionals
  • Customer Service Professionals
  • Sales Account Managers
  • Sales Professionals
Upon completion of this workshop, participants will be able to;
  • Know the importance of being Customer Centric in their interactions with customers
  • Have a heightened awareness of the needs, wants and demands of today’s customers
  • Experience the customer journey
  • Identify the customer touchpoints with the organisation
  • Put the customer at the centre of what we do
  • Link customer centricity to the organisation’s vision, mission and values
  • Identify the benefits of offering a good customer experience
  • Know the  success factors of excellent customer experience
  • Deliver great service experiences with the CX Framework
  • Know the challenges of delivering customer-centric service experiences
  • Manage customer feedback
  • Improve the customer experience within their organisation
  • Help develop a customer-centric service culture
  • Develop, implement, train and monitor brand experience behaviours
  • Challenge how customer centricity is delivered by existing strategy and how it drives superior performance
  • Develop a customer-focused mindset for continuous improvement
  • Produce a personal service improvement action plan
All about Customer-Centric Service
What is Customer Centric Service?
Why is Customer-Centric Service Important?
What does it take to be Customer-Centric?
Needs, Wants and Demands of Today’s Customers
Understanding Today’s customers
Identify the customer touchpoints in the customer’s journey
Learn what customers want, needs and demands at the various touchpoints
The CX Framework
The CX Framework for delivering customer-centric service experiences
Put the customer at the centre of what we do
Customer-Centric Service – Creating Customer Loyalty and Advocacy
The success factors of Customer-centric service experiences for organisations
a) Links to my organisation’s vision, mission and values
b) Examples of successful organisations, local and overseas
How could I link the success factors to my customers’ and organisations’ customer-centric service experiences?
The benefits of Customer-centric service experiences for organisations and their staff
The Challenges of Customer-centric service experiences
a) The Customer Complaint Iceberg
b) The various customer feedback systems and managing them
Action Plans for Customer-Centric Service Experiences
– Create opportunities for action plans or follow-ups for your own organisations Customer-Centric Service  Experiences 
Day 1: Understanding Your Customer Experience
  • Defining your current customer service culture
  • Measuring the level of customer centricity
  • Intuition is not acceptable. Decisions must be made using quantitative data
  • How does your organisation rate on customer-centricity? Do your customers agree?
  • What does the perfect service experience look like for your customers?
  • Customer Journey Mapping – key to understanding your customer’s experience
  • Practical – self-assessment
Day 2 : Reinventing Your Customer Experience
  • Primary and secondary motives for the new culture
  • Vision and Values – empty words?
  • Developing Brand Values and Behaviours that determine how you do business with your customers and how your employees are managed
  • The path to customer satisfaction, retention, advocacy and sustained revenue growth
  • Measure customer-centric culture progress against set targets
  • Role Modelling the desired behaviours
  • Building and maintaining customer and employee trust
Day 3 : The Building Blocks for a Customer-Centric Service Culture


  • Starting with vision and values
  • Communication consistency to build trust and passion
  • Share feedback – customers, suppliers and employees
  • Communicate how you are acting on feedback
  • Examining competency requirements
  • Ensure proficiency in technical and soft skills
  • Using good judgment in all situations – always do right by the customer
  • Accountability
  • What gets rewarded gets done
  • Developing and aligning to culture and feedback metrics
  • Risk tolerance and penalties
  • Systems
  • Making it easier and nicer for customers to use your solutions
  • Customer-centric policies, procedures and tools
  • You need more than CRM, on its own CRM will fail
  • Using technology to share customer stories
  • A robust customer complaint system
Day 4: Helping Your Employees to Deliver Superb Service
  • Identify employee competencies that directly reflect brand values
  • Getting the right people in place with the personality to match the desired culture
  • Redesign and conduct recruitment and induction programs that reflect the customer-centric vision, values and strategies
  • Train, support, reinforce and discipline – soft skills, customer service expectations and core values
  • Everyone must participate in the training, including leaders
  • Customer-centric workshops facilitated by senior leaders
  • Facilitating cross-functional collaboration
Day 5: Actions for You and Your Team to Become More Customer-Centric
  • Drive a customer experience culture across your area of responsibility
  • Identify and implement significant changes in customer experiences
  • Empower everyone to be a customer service leader
  • Create customer advocates
  • Develop visual tools to constantly reinforce brand values and behaviours
  • Act on feedback through Service Improvement Action Teams
  • Personal service improvement action plan