Improvement
Based on the strategy devised, we then look at areas of improvement and recommend learning interventions for respective stakeholders.
This is done via a series of workshops that you have the freedom to pick and mix according to your needs.
Entry Level Programs
01
Communication in The Customer Service World
This program meticulously crafted with your organization's values and branding in mind. It centers on equipping customer service personnel with essential communication tools while prioritizing the preservation of company values and branding.
03
Assesment Based Learning
A participant-driven training program featuring a full day of role plays, assessments, and course corrections based on participant performance.
02
Managing Challenging Customer Situations
This program zooms in on the tools, techniques, and mindset required to effectively navigate challenging customer situations.
Senior Level Programs
01
Managing Escalations and Challenging customer situations Level Two
Enhancing proficiency in navigating challenging customer interactions, with a focus on establishing a seamless and robust escalation pathway.
03
Certified Escalations Manager
An internationally accredited certification awarded based on a comprehensive evaluation, including a written examination, interaction evaluations, and interviews.
Accreditation by CCSD
02
Leveraging on Customer Service Interactions for Self Leadership and Transformation
A program for customer service professionals to discover meaning in their roles through self-transformation, improving service, and appreciating their work's significance.
Management & Supervisory Programs
01
LeaderSHIFT - Managing a CX team for CX Supervisors and Team Leaders
A modular program employing both training and coaching methodologies. It emphasizes enhancing technical knowledge while shifting the belief systems of individual contributors preparing for leadership roles.
03
Certified Customer Experience Supervisor
An internationally accredited certification awarded based on a comprehensive evaluation, including a written examination, interaction evaluations, and interviews.
Accredited by CCSD
02
Quality Assurance and Monitoring for Customer Service Teams
A quality monitoring and assurance programme that is not limited to the contact centre. This programme looks at setting up robust QA processes at all customer touch points.
Senior Management Programs
01
Customer Experience Management Transformation Project
A six-month transformation journey integrating training and consulting to revitalize the entire customer service ecosystem, fostering a more customer-centric approach.
02
Certified Customer Experience Leaders
A comprehensive certification programme based on ISO 10001 and 10002 guidelines. This programme focuses on the CX journey right from policy to measurement of succes.
This programme is also certified by CCSD Council.