Customer Centricity Programmes

 

Customer Centricity Programmes

In an increasingly competitive landscape, one where products can easily be copied by a competitor, the only real differentiation between one brand and another is customer experience.

Equip your employees with the knowledge and skills required to provide the customer with a superlative experience, including how to handle the difficult ones.

Programmes Available

     Number of Micro-Lessons  Course Duration
1. Why Customer Centricity Matters 2 20 mins
2. Customer Empathy and Understanding Customer Needs   210 mins
a. Understanding Customer Needs I: Understanding the Customer’s Emotional and Transactional Need 4 40 mins
b. Understanding Customer Needs II: Customer Journey Mapping 4 40 mins
c. Understanding Customer Needs III: Co-creating Solutions with Customers 3 30 mins
3. Ensuring Complete Customer Delight 10 120 mins
4. Handling Difficult Customer Situations 7 80 mins
a. Handling Irate Customers 4 50 mins
b. Saying No 3 30 mins
.