Customer Experience Management Online Program

Program Days:

July 5, 7, 9, 12, 14, 2021

8:30 AM to 12:00 PM (GMT+08) on all dates

Program Fee:
PHP 25,000.00 or USD 500.00*
*Based on USD 1 = PHP 50. The prevailing exchange rate at the date of payment may apply.

Program Overview

Many companies today are challenged to provide bold, exceptional customer touchpoints that deliver positive experiences compared to the competition. With the advent of social media and online platforms, customers view experiences surprisingly in simple terms, and everything nowadays boils down to a five-star rating customer experience.  It is currently an effective barometer of customer interactions with the business at various touchpoints.

Mostly, companies struggle to provide a five-star customer experience because they still lack a complete, accurate view of how well their customer experience strategy is performing.  There is a massive disconnect in the company practices and customer viewpoints, which we call as the “experience gap.”  Although it is a proven fact that satisfied customers can help support your business through positive recommendations, which would drive more revenues and profitability from new referral sources of business, then how come there are still some businesses that do not pay close attention to providing excellent customer service?

It is maybe because profitability in business is often tied to competitive marketing and sales strategies.  However, in today’s environment and context, profitability can no longer be managed by simply tweaking the difference between revenues and expenses.  Modern research shows that Excellent Customer Service has a more lasting effect on business profitability, loyalty, and sustainable business model.

The hospitality industry may have created the standards of “Five Star Customer Experience”, but the concept, model, and framework could easily be applied to many different businesses and industries.  You can learn from the industry leaders who were able to get to that position by providing excellent service to their customers.  Customer Service Excellence is a management development course recommended for business leaders in retail, restaurants, hotels, hospitals, banks, business process outsourcing, telecommunications, and the airline industry, to help them achieve business profitability, customer loyalty, and a sustainable business model, through excellent customer service.

Program Objectives

Course Participants would better understand the following concepts:

  • Achieving sustained profitability thru 5 Star Customer Experience (CX)
  • Defining how good your business is doing
  • What is Service Quality
  • What are the components of a Customer Journey
  • How to Provide a Five Star Customer Experience
  • Understanding the following concepts (Various Key Performance Indicators for different industries, The Balanced Scorecard, The Upside-Down Organizational Chart, Managing the Customer Experience, Why an engaged customer is better than a happy one)
What You Will Learn
  1. Why every organization has to have a good set of Vision, Mission & Values
  2. Successful Operations have a strong focus on a Balanced Scorecard:
  • The Guest
    • Understanding the different touchpoints in a Customer Journey
    • 100% focus on taking care of the customer to achieve High Satisfaction Rating to generate repeat business
  • The Team
    • 100% focus on your most valuable asset.  Need to take care of every member of the Team for them to deliver desired outcomes: Productivity, Attitude & Job Satisfaction
  • The Processes
    • Proper Onboarding & Training of new team members, Commercial Savviness of the Commercial Team, Quality Driven Operations that have a persistent inspection and audit routine; Asset Preservation (Preventive Maintenance, Renovation Schedule)
  • The Bottom Line
    • If and only if all of the above items are achieved in earnest can this parameter be delivered in abundance: Profitability, Reputation, Upward Trajectory
Key Benefits
  • Understand that providing a ‘5-Star’ service experience to customers should be ingrained in every team member working in your organization.
  • Become the champion and advocate for the Customer Experience in your organization to drive profitability and competitiveness
  • Develop world-class skills that can lead to career growth and development
Who Should Attend

Business owners, executives, managers, leaders, supervisors who want to provide a 5 Star Customer Experience in their company.  Including those in charge of teams who are delivering customer service and driving business profitability and competitiveness.

Industries:  Retail, Restaurants, Hotels, Hospitals, Business Process Outsourcing, Banks, Telecommunications, and Airlines.