COURSE OUTLINE:
Session 1: From Service Operating Procedures to Customer Experience Mastery
Session 2: From “Feel Fine” to “Feel Good” Customer Experience
Session 3: From “Feel Good” to “Feel Great” Customer Experience
Session 4: From “Feel Great” to “Feel WOW” Customer Experience
CERTIFICATION (Attendance: 100%):
Delegates who successfully completed the course will be issued a certificate by SGS Hong Kong Limited.
GENERAL INFORMATION:
Venue: T.S.T. / Wan Chai / Sheung Wan Training Centre / TBC
Medium: Cantonese supplemented with English materials
* Early Bird Price will be offered to participant whose enrolment is made one month prior to the course or online booking
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:
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)
(SGS Hong Kong Ltd. reserves the right of final tutor arrangement)
44673062
Half day