Creating a Customer Centric Service Experience


Course introduction

Our economy is customer-driven. Things are happening faster than they ever have before. Customers have a wealth of information at their fingertips and they are using it to share their experiences, whether good or bad. Social media is indeed creating a frenzy of instant feedback. Are organisations listening to their customers? Are organisations aligning their products and services to the customers’ needs?
“Customer Centricity is a strategy that aligns a company’s development and delivery of its products and services with the current and future needs of its most valuable customers to maximise their long-term financial value to the organisation.” Peter Fader, Professor of Marketing, Wharton University.

Course Benefits

Upon completion of this workshop, participants will be able to;

  • Know the importance of being Customer Centric in their interactions with customers
  • Have a heightened awareness of the needs, wants and demands of the today’s customers
  • Experience the customer journey
  • Identify the customer touch points with the organisation
  • Put the customer at the centre of what we do
  • Link customer centricity to the organisation’s vision, mission and values
  • Identify the benefits of offering good customer experience
  • Know the  success factors of excellent customer experience
  • Deliver great service experiences with the CX Framework
  • Know the challenges of delivering customer centric service experiences
  • Manage customer feedback

Target Audience

Managers, Executives, Supervisors, Team Leaders and Staff of Service Organisations

Course Outline

Module 1: All about Customer-Centric Service

  • What is Customer Centric Service?
  • Why is Customer-Centric Service Important?
  • What does it take to be Customer-Centric?
Module 2: Needs, Wants and Demands of Today’s Customers
  • Understanding Today’s customers
  • Identify the customer touchpoints in the customer’s journey
  • Learn what customers want, needs and demands at the various touchpoints
Module 3: The CX Framework
  • The CX Framework for delivering customer-centric service experiences
  • Put the customer at the centre of what we do
Module 4: Customer-Centric Service – Creating Customer Loyalty and Advocacy
  • The success factors of Customer-centric service experiences for organisations
  • Links to my organisation’s vision, mission and value
  • Examples of successful organisations, local and overseas
  • How could I link the success factors to my customers’ and organisations’ customer-centric service experiences?
  • The benefits of Customer-centric service experiences for organisations and their staff
  • The Challenges of Customer-centric service experiences
  • The Customer Complaint Iceberg
  • The various customer feedback systems and managing them
Module 5: Action Plans for Customer-Centric Service Experiences
  • Create opportunities for action plans or follow-ups for your own organisations' Customer-Centric Service  Experiences

Available Course Sessions

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Trainer Profile


Grace is a highly dynamic and enthusiastic trainer, facilitator and consultant. She has been in the training and development profession for over 30 years with more than 20 years’ experience in consulting, designing, developing and delivering training workshops.

She has delivered training workshops to over 7,500 participants and has received excellent ratings. She has a passion for the training and development of people and is a firm believer in the enhancement of human capital and life-long learning. Her unique and effective style of communication and her flair in bringing complicated concepts across effectively have greatly helped executives & employees in this region in their work performance. Her last position was that of Training Manager of the Call Centre for the largest local bank. She was responsible for building the training and development plans for over 300 staff in the Centre.