Context Setting

In today’s competitive business environment, customer experience plays a critical role in building trust, loyalty, and long-term relationships. Customers may forget products or processes, but they always remember how they were treated.

This interactive workshop focuses on creating meaningful customer experiences through empathy, communication, emotional intelligence, active listening, ownership, and a service-oriented mindset. Through real-life examples, discussions, activities, and reflective learning, participants will discover how small behavioural changes can create memorable WOW moments for customers and stakeholders.

Objective

• Understand the impact of customer experience on business success
• Identify key “Moments of Truth” that shape customer perception
• Deliver empathetic, customer-centric communication
• Apply the AEE approach during complaints and escalations
• Strengthen listening, trust-building, and service behaviours
• Create memorable WOW moments through everyday interactions
• Develop a proactive, ownership-driven service mindset

Key Takeaways

• Better understanding of customer expectations and emotions
• Ability to manage key Moments of Truth
• Improved communication, empathy, and listening skills
• Practical techniques for handling difficult situations
• Strategies to create WOW customer experiences
• Stronger ownership mindset and customer focus

 

Venue

Online

Coordinator