Customer-centric Mindset: Building a Culture of Service Excellence
17 March 2027 | Onsite at Novel Hotel Manila, 8:00AM to 5:00PM | Php5,200.00
Develop a customer-first mindset by understanding customer needs, practicing empathetic communication, and taking ownership of the service experience. Learn how to identify service gaps, improve teamwork, and deliver consistent experiences that build customer satisfaction and trust.
Training Objectives:
At the end of this training, participants are expected to:
Map three (3) critical touchpoints in a customer journey
Demonstrate two (2) empathy and listening techniques in a role-play
Commit to two (2) observable service behaviors for 30 days
Target Participants: Frontliners, CSRs, service supervisors
Topics:
Customer-centric mindset and service standards
Customer needs and journey mapping
Empathy and communication
Service ownership and teamwork
Service commitments and measurement
Inclusions:
e-Certificates | Digital Handouts
Recommended to be taken with a series of complementary programs that includes:
Customer Experience Excellence: From Service Recovery to Customer Loyalty
Confident Communication: Assertive Interpersonal Communication at Work
The Professional Mindset: Work Attitude and Values Enhancement