This meticulously crafted training program is designed to empower professionals in delivering an excellent customer experience. Through diverse teaching methods, participants gain essential skills in customer service, sales, and marketing, enabling them to excel in understanding customer needs, mastering active communication, and implementing data-driven marketing strategies. The course not only enhances individual capabilities but also contributes to businesses' ability to foster customer satisfaction, loyalty, and strategic marketing practices.

Training Duration: 2 Days

SBL-Khas Claimable
Certificate Of Completion Available
Private In-House Class Available
ILT & VILT Class Available

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CLZKS-ECE: Excellent Customer Experience

RM2,800.00

This comprehensive course is designed for individuals at all levels in customer service, sales, and marketing roles. Utilizing various teaching methods, including PowerPoint presentations, group activities, case studies, and simulations, the course aims to equip participants with essential skills and knowledge. Upon completion, participants will be able to explain the importance of excellent customer experience, identify customer types and needs, and apply effective communication skills. The course covers strategies for building and maintaining customer relationships, creating personalized experiences, and understanding the role of marketing in the financial services industry.

The curriculum includes modules on customer experience, profiling and segmentation of customers, the marketing mix, active communication skills, omnichannel marketing, collecting and quantifying customer feedback, the role of data in driving customer excellence, and maintaining customer relationships post-purchase. Assessment criteria involve practical application and understanding of key concepts.
Upon completing the workshop, participant will be able to:

Explain the importance of excellent customer experience and how it impacts customer satisfaction and loyalty

Identify different customer types and their needs, and apply communication and active listening skills to effectively interact with them

Develop strategies to build and maintain customer relationships, and create personalized experiences for customers

Understand the role of marketing, identify key marketing channels and develop marketing strategies and campaigns for their business

Target and segment specific customer groups for marketing purposes, and develop and measure the success of targeted and data-driven marketing campaigns

Understand the impact of digital channels on marketing, and develop effective digital marketing campaigns

Collect and analyze customer data for marketing purposes, and develop marketing campaigns based on data insights

Understand an overview of different post-purchase services and programs, and how to create effective post-purchase service programs that meet customer needs and expectations
All levels with roles related to customer service, sales and marketing.
Identify different customer types and their needs.

Apply communication skills to effectively interact with customers.

Create personalized experiences for customers.

Explain the role of marketing and how it can be used to promote customer service.

Identify key marketing channels and their benefits.

Understand the role of data in marketing.

Demonstrates an understanding of best practices for delivering exceptional post- purchase services.

Describes how to track and measure the success of post-purchase services and engagement programs.
Module 1:   Introduction to Customer Experience

Examine the features of products and services offered in terms of their inputs, outputs and time frame

Introduce the Customer Journey Framework and its role in creating personalized experiences for customers

Understanding the impact of excellent customer experience on customer loyalty

Module 2:   Profiling and Segmentation of Customers

Interpret and use the Six Human Needs framework to identify customer needs

Identifying the different types of customers based on demographic, geographical, behavioural and psychographic factors and segmenting them into groups according to their needs

Understand the buyer decision-making process of different customer segments

Developing customer personas and customised cross-sell plans for targeted marketing

Module 3:   The Marketing Mix

Utilise the 5P’s of Marketing to identify the Unique Selling Point of the product

Identifying key customer touchpoints (both digital and physical) and their role as a customer service, sales and marketing channel

Apply the PESTEL framework to identify a marketing roadmap at the corporate level

Survey the competitor landscape to understand the perceived value pricing by the market

Module 4:   Building Customer Relationship using Active Communication Skills

Recognize the differences between transactional and relationship marketing

Understand the goals and emotional state of customers

Apply the DISC framework for effective customer interactions

Best practices for managing customer expectations, overcoming objections and complaints

Module 5:   Omnichannel Marketing Communications and Sales Fundamentals

Understanding the role and objective of omnichannel marketing in terms of brand awareness and lead generation

Appreciate the differences between the omnichannel marketing (measured in terms of reach, frequency) and sales funnel (measured in terms of conversions and closing rate)

Creating targeted messaging and offers for specific customer segments

Analyzing and evaluating the effectiveness of targeted marketing campaigns using digital tools

Module 6:   Collecting and Quantifying Customer Feedback

Overview of different feedback methods and channels, and how to choose the right ones for your business

Introduction of best practices for collecting and analyzing customer satisfaction (CSAT) data to improve customer service and product

The role of using Net Promoter Score (NPS) data to measure customer loyalty and promote business growth

The art of creating effective surveys and questions to capture insightful data

Module 7:   The Role of Data in Driving Customer Excellence

Understanding the role of data in marketing for financial services

Collecting and analyzing customer data for marketing purposes

Developing marketing campaigns based on customer data insights

Measuring the success of data-driven marketing campaigns

Module 8:   Maintaining Customer Relationship Post Purchase

Introduction to the concept of customer lifetime value (CLV) and customer corridor and the importance of maintaining customer relationships post purchase via continuous engagement

Overview of different engagement channels and tactics, such as email marketing, social media, loyalty programs, and events in driving repeat business, cross-selling, referrals and positive word-of-mouth

Best practices for delivering exceptional post-purchase services, such as personalization, proactive outreach, and follow-up

How to set goals and track progress using post-purchase metrics using different metrics and KPIs, such as number of complaints, retention, number of cross-sold products and referrals

CLZKS-ECE: Excellent Customer Experience

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