UUpon completion of this programme, participant will be able to:
Manage Customer Experience
Understand the needs of customersSound confident and helpful.Use effective questioning to understand
Managers, Executives, Customer Service Personnel, Sales & Marketing Personnel, Clerks, Supervisors, Officers, and all those who need to handle customers.
An interactive and practical approach incorporating group discussions/exercises, presentations, and role plays.
Module 1: Quality Leading the Way
Module 2: Understanding Expectations
Module 3: Managing Yourself– Developing Service Mindset
Module 4: Managing Customer Experiences
Module 5: Recovering when Things Go Wrong
Module 6 : Improvement Strategy
Sathiesh has extensive 17 years of working experience in the Telecommunication and Semiconductor / Manufacturing industries. He assumed positions as Head of Customer Service and Network Technology Division Engineer. Later, he took up the role as a Corporate Trainer and has been exposed to overseas training such as Managing Customers’ Complaints & Recovery Process in Sweden and Subscription Handling for Call Center as well as Call Center Service Overview in Spain. He is also a certified PSMB trainer.
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