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.
|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|