All business executives know that creating impactful services or memorable customer experiences is not as straightforward. In fact, our customers don't feel good if we only fulfill their expected demand in today's competitive business environment. If you need to engage your customers for life, you should discover and fulfill their different level of feelings and needs. 4C Service Model is a structured customer feeling management method, which is used to analyze, enhance and monitor the degree of positive feelings of service. It can be applied in all types of touch-points and in all kinds of business environments.
CBJECTIVE:
- Understand how to create an unique service icon in customer’s conscious and unconscious mind
- Know the four levels of impactful experience and how to maximize customer experience in specific touch-points
- Realize the effective ways to master customer’s emotion through combination of on-site and on-line services
- Recognize the emotional impact for synergizing customer’s pre-experience, the-experience and post-experience
- Learn how to apply a recognized psychological model to eliminate the pain-points and magnify the moment-of-truth
TRAINING METHODOLOGIES:
Lecturing: 30%
Case Sturdy: 50%
Case Simulation: 20%
VALUE-ADDED APPROACH (EXTRA SERVICE):
For assessing your current “customer feeling” level from 4C service model, the mystery shopping service can be arranged. This service can also let you further evaluate the effectiveness of your service touch points.
PROFESSIONAL TRAINER:
Cindy YU (Associate Trainer of SGS Academy HK)
- Over 15 years of experience in the field of training and consultancy services.
- Designed and delivered a lot of well-received customer services programs for over 100 large scale corporates and companies in Hong Kong & China, including McDonalds, IKEA, Coca Cola, Citibank, CHANEL, Jetour Holiday, MTR, Po Leung Kuk,….etc.
- Accredited as Certified International Services Quality Management Practitioner (ISQMP), Internal Quality Auditor and Mystery Shopper of Qualicert® by SGS Ltd.
(SGS Hong Kong Ltd. reserves the right of final tutor arrangement)