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High-demand HRDC claimableOnline or in personEnglish or 中文
Crafting Customer Happiness
A 2-day programme for frontline, retail and service teams. It applies the RATER service model and DiSC to create a happier, more customer-centric journey.
What you walk away with
A customer journey map with improved touchpoints and consistent service standards.
- For
- Frontline, retail and service teams
- Format
- Workshop with role-play
- Length
- 2 daysadjusted to your needs or learning objectives
- Delivery
- Online or in person
How we work with HR
Training built around outcomes
- Complimentary pre-training assessmentFind the real skill gap before we design anything
- Programme built around the gapYour challenges, your data, your people
- Complimentary 1-to-1 coaching sessionFor one key person, with every in-house programme
Further coaching is optional and fits your budget.
What you will cover
- Market challenges and the success sales formula
- The RATER model and customer happiness
- Customer journey mapping
- NLP communication
- Managing difficult customers with DiSC
- Ethics and professionalism
About this programme
What is the RATER model?
Five things customers judge service on: Reliability, Assurance, Tangibles, Empathy and Responsiveness. The programme uses it to find where your service journey falls short and fix those touchpoints.