TRAINING PROGRAMMES PROFILE

Training Programmes
SERVICE ORIENTATION ............................................................................................................................... 3

SERVICE DELIVERY ...................................................................................................................................... 4

VALUING CUSTOMERS ................................................................................................................................ 5

CUSTOMER EXPERIENCE FUNDAMENTALS ................................................................................................ 7

CUSTOMER-CENTRIC SALES ........................................................................................................................ 6

THE LEADING MANAGER ............................................................................................................................ 7

EMPLOYEE EXPERIENCE ............................................................................................................................ 10

TEAM LEADING ......................................................................................................................................... 11

EFFECTIVE LEADERSHIP ............................................................................................................................ 12

2
 SERVICE ORIENTATION

This programme aims at promoting the concept of excellence within a service

Programme Objectives:
• To understand the concept of service & service excellence
• To recognize the key stakeholders, and internal & external customers
• To embrace an effective service core values
• To know about the customer emotional drivers
• To learn about the concept of customer experience

Implemented Models:
• 7 Service Core Values - SERVICE©
• 7 Customer Emotional Drivers – CX-Soul©

Target Audience:
Every member of any organization should attend this programme

Programme Duration:
2 Days

3
 SERVICE DELIVERY

This programme aims at providing frontline staff with key fundamental knowledge
and skills to deliver exceptional services to customers and achieve customer loyalty
and advocacy.

Programme Objectives:
• To learn about the 3 elements of effective service communication
• To effectively serve customers throughout the 5 stages of service
• To implement effective techniques to build sound customer connection
• To apply an effective service recovery

Implemented Models:
• 5 Stages of Service - SERVE©
• Building Instant Rapport - FORD
• Service Recovery - LEAD©

Target Audience:
All frontline staff deal directly with customers, along with their direct superiors.
Examples:
• Customer Services & Client Relations Representatives
• Call & Contact Centers Agents, and Operators
• Sales Team
• Real Estate Agents, Brokers, and Consultants
• Receptionists, Meeters & Greeters, and Concierges
• Waiters, Waitresses, and Bartenders
• Nurses and Healthcare Assistants
• Cabin Crews and Other Hospitality Staff

Programme Duration:
3 Days

4
 CUSTOMER VALUE

This programme aims to highlight the importance and impact of customers on

Programme Objectives:
• To understand the importance of customer in organizational success
• To learn about the different customer personas and categories
• To recognize the various positions of customers on the loyalty ladder
• To learn about the concept of customer lifetime value (CLV)
• To apply an effective service recovery

Implemented Models:
• 12 Customer Categories
• Loyalty Laddar - 3Ssx3Ds©
• Service Recovery - LEAD©

Target Audience:
All frontline staff deal directly with customers, along with their direct superiors.
Examples:
• Customer Services & Client Relations Representatives
• Call & Contact Centers Agents, and Operators
• Sales Team
• Real Estate Agents, Brokers, and Consultants
• Receptionists, Meeters & Greeters, and Concierges
• Waiters, Waitresses, and Bartenders
• Nurses and Healthcare Assistants
• Cabin Crews and Other Hospitality Staff

Programme Duration:
2 Days

5
 CUSTOMER-CENTRIC SALES

This programme aims to highlight the impact of customer-centric sales on organizational growth
and success and to provide the sales team with key knowledge and skills to boost sales and
achieve customer loyalty at the same time.

Programme Objectives:
• To learn about the 3 elements of effective sales communication
• To comprehend the fundamentals of emotional intelligence
• To effectively sell to customers through the 5 stages of sales process
• To know the impact of product knowledge on sales
• To effectively apply upsell and cross-sell techniques
• To learn some effective questioning and phrasing sales techniques
• To recognize the different customer personas and categories

Implemented Models:
• 4 Phases of Emotional Intelligence - Deniel Goleman Model
• 7 Emotional Drivers for customers - CX-soul©
• 5 Stages of Sales - SERVE©
• Instant Rapport - FORD
• 12 Customer Categories

Target Audience:
All frontline staff directly involved in the sales process. Examples:
• Retail Sales Executives
• Waiters, Waitresses, and Bartenders
• Real Estate Agents, Brokers, and Consultants
• Receptionists and Meeters & Greeters
• Customer Service and Call Center Agents

Programme Duration:
4 Days

6
 CUSTOMER EXPERIENCE FUNDAMENTALS

This programme aims to highlight some key fundamentals of customer experience

Programme Objectives:
• To understand the concept & Importance of CX
• To comprehend the 7 emotional drivers for customers
• To know the 7 influencers of CX

Implemented Models:
• 7 Emotional Drivers for customers - CX-soul©
• 7 CX Influencers - CX-ray© (7Ps)

Target Audience:
• All Frontline Team & Management
• Marketing Team & Management
• Sales Team & Management
• Operations Team & Management
• IT Team & Management
• HR Team & Management
• Business Development Team
• Customer Experience and Quality Assurance Team

Programme Duration:
2 Days

7
 CUSTOMER EXPERIENCE MANAGEMENT

This masterclass programme aims to provide in-depth knowledge on customer

Programme Objectives:
• To recognize the framework of CX management
• To implement the 7 influencers of CX in designing a customer journey
• To understand the impact of emerging technologies on CX
• To learn about the various approaches of CX assessment
• To apply some CX improvement strategies

Implemented Models:
• CXM Framework - CXM Quadrants© (4Ds)
• Customer Expectations Management Cycle – (5Cs)
• 7 CX Influencers - CX-ray© (7Ps)
• Voice of Customer Cycle - 5As
• Blue Ocean Strategy

Target Audience:
• CX Team
• Organizational Development Team
• Quality Assurance & Control Team

Programme Duration:
4 Days

8
 THE LEADING MANAGER

This programme aims to equip individuals with both managerial and leadership
skills, to help them achieve personal and organizational objectives.

Programme Objectives:
• To understand the concept of modern management
• To value the importance of leading management
• To learn about the 6 habits of effective managers

Implemented Models:
• Management Dilemma – 4Cs©
• The 6 Habits of Effective Managers - PRIMED©
• 5 Levels of Leadership
• 7 Elements of Effective Leadership – 7Es©

Target Audience:
Any individual holding managerial and leadership roles. Examples:
• Directors
• Managers
• Head of Sections
• Superintendents
• Supervisors

Programme Duration:
2 Days

9
 EMPLOYEE EXPERIENCE

This programme aims to highlight the elements of employee experience and how
they impact the employees’ overall happiness and performance.

Programme Objectives:
• Understand the concept and importance of employee experience
• Learn about the key employees’ happiness indicators
• Recognize the 7 elements of employee experience

Implemented Models:
• 7 Elements of Employee Experience – 7Es©

Target Audience:
Any individual holding managerial and/or leadership roles. Examples:
• HR Staff and Management
• Directors
• Managers
• Head of Sections
• Superintendents, Supervisors and Team Leaders

Programme Duration:
2 Days

10
 TEAM LEADING

This programme aims to equip candidates with essential team leading skills to help
them effectively influence and direct their teams to achieve organizational
objectives.

Programme Objectives:
• To understand the fundamentals of teamwork and team dynamics
• To comprehend the essence of emotional intelligence in teamwork
• To learn about the key elements of effective team leading

Implemented Models:
• 6 Characteristics of Effective Team – SPIRIT Model©
• 4 Phases of Team Development – Tuckman Model
• 5 Keys to Successful Team – Google Model
• 9 Roles of Team Members – Belbin Model
• 4 Phases of Emotional Intelligence - Deniel Goleman Model
• 7 Emotional Drivers for People
• 4 Personalities Profiles - DISC Model
• 10 Characteristics of Leaders – LEADERSHIP Model©
• 5 Levels of Leadership – John Maxwell Model
• 7 Elements of Effective Team Leading – 7Es Model©

Target Audience:
Any individual holding managerial and leadership roles. Examples:
• Directors
• Managers
• Head of Sections
• Superintendents / Supervisors
• Team Leaders

Programme Duration:
3 Days

11
 EFFECTIVE LEADERSHIP

This programme aims to equip candidates with essential leadership skills to help
them influence and direct others and help them achieve individual and
organizational goals.

Programme Objectives:
• To understand the concept and characteristics of leadership
• To recognize the 5 levels of leadership
• To know about the 7 styles of leadership and effectively implement them
• To learn about the key elements of effective leadership
• To comprehend the essence of emotional intelligence in leadership

Implemented Models:
• 10 Characteristics of leaders – LEADERSHIP Model©
• 5 Levels of Leadership – John Maxwell Model
• 7 Elements of Effective Team Leading – 7Es Model©
• 4 Phases of Emotional Intelligence - Deniel Goleman Model
• 7 Emotional Drivers for People
• 4 Personalities Profiles - DISC Model

Target Audience:
Any individual holding managerial and leadership roles. Examples:
• Directors
• Managers
• Head of Sections
• Superintendents / Supervisors
• Team Leaders

Programme Duration:
3 Days

12