HR, behavioral evolution, customer culture, service attitudes
Customer experience training program example
Titled
Customer Culture Program for an International Packaging Company
Prerequisites
Company employees – excluding production operators (operators, forklift drivers, maintenance).
Learning Objectives
Sustainable and significant increase in employee customer focus to support the company's business and customer ambitions:
- Increase the individual customer focus of managers and employees.
- Foster the organization's and practices' customer orientation
- Empower management teams to drive and sustain a site's collective customer focus over time to generate lasting commitment.
Specifically, develop:
- Customer Curiosity (Interest in the customer and their needs, Kindness & empathy, Continuous improvement)
- Autonomy and Responsibility (Proactivity & Anticipation) customer needs, responsiveness to requests
- Cooperation (Solidarity among teams, Sharing company values)
- Drive and Engagement (Everyone's Involvement for Customer Satisfaction, Professionalism and Reliability)
Course duration: 2 days + 1 digital course «COS in Mind» of 15 minutes per day for 5 weeks.
- Module 1: Drive/Onboarding (depending on the target audience: Site Management Committee vs. Site Employee)
- Module 2: COS in Mind
- Module 3: Anchoring
Terms and access deadlines
The training sessions take place at the client's premises (or a location they have selected and booked), and online for certain modules.
Methods used
- Presenting concepts
- Sessions exchanges
- Practices from use cases
- Individual and group exercises
- Definition of an action plan (achieved)
Assessment methods
Skills assessment quiz conducted at the end of training, either immediately after or at a later time.
Rate
Upon request, to be evaluated in detail
Example Training Program for Frontline Behavior and Service Attitude (ACA)
Titled
Support to ensure the «Service Quality» training»
Prerequisites
Airport Group Employees
Learning Objectives
- Improve passenger reception and support throughout the entire customer journey.
- Define the specifics of airport customer reception
- To appropriate the principles of reception and service in context
- Working on non-verbal language
Journey duration
1 day
Terms and access deadlines
The training sessions take place at the client's premises.
Methods used
- Sessions exchanges
- Practices from use cases
- Scenarios
Assessment methods
Skills assessment quiz conducted at the end of training, either immediately after or at a later time.
Rate
Upon request, to be evaluated in detail