Strategic Customer Service
Strategic customer service prioritises customer needs and satisfaction by understanding their preferences, delivering exceptional experiences, and building long-term relationships. It involves market research, tailoring products and services, providing personalised experiences, and actively seeking customer feedback for continuous improvement.
Why this training?
Customer Satisfaction and Loyalty
Strengthen brand reputation by providing exceptional customer-centric service, and put customer satisfaction and loyalty as a strategic component of operations.
Competitive Advantage
Prioritise customer satisfaction and loyalty to build long-term relationships and set your businesses apart from competitors.
Business Growth and Profitability
Drive business growth by identifying new opportunities, expanding market reach, and increasing revenue and profitability.
What to expect
Understand Inner Needs
Gain insights into the human needs, expectations, and preferences of customers. Understand the inner motivations and day-to-day struggles.
Design Customer Journeys
Create positive customer experiences by mapping and designing journeys that prioritise consistency, personalisation and seamless transitions across all touchpoints.
Effective Communication
Explore psychological strategies for effective communication with customers at every stage of their journey, including actively listening, building trust, managing expectations, and addressing concerns.
Resolve Customer Issues
Master the techniques for active problem-solving, effective escalation, and turning negative experiences into positive ones, ensuring customer satisfaction and retention.
Do you know that...
1 %
Customer-centric companies are 60% more profitable compared to companies that are not focused on the customer.
> 1 %
Increasing customer retention rates by just 5% can lead to a significant increase in profits, ranging from 25% to 95%.
1 %
92% of consumers trust recommendations from friends and family more than any other form of advertising.
Strategic Employee Development
成長見證
Stimulate Self-Awareness
Our training can be applied to all industries and job positions at all levels. Employees are assessed with robust and reliable psychometric tools to identify their strengths and development areas. With tailor-designed individual and team training, employees are promised to unleash their potential and bring their success to the next level.
Competency-Based Development
Starting with a need analysis to identify the priority of training needs of each individual and team. Through redefining job roles and responsibilities, we help trainers to analyse the skills gaps of employees, formulate dynamic training plans, and design fitting programmes to ensure the training goals are essentially attained.
Aligned With Business Strategy
A standardised and behaviour-oriented strategy helps employers focus their attention on the ‘success factors’. By identifying and comparing each competency among a pool of job candidates, analysing the development potential of shortlisted talents, recruiters are allowed to make their final hiring decision in the most confident, reasonable, and fair manner.
Transfer of Learning
Our programmes are anchored with the goals of transfer of learning. We design the training sessions according to individual needs and realistic work situations in order to maximise the effectiveness of learning of employees. With the interactive content and the post-training evaluation, we ensure your employees are confident to apply the knowledge and skills learned in the appropriate situations
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Our workshop offerings are customisable and are offered in a variety of formats, including onsite training and online virtual sessions.
Each programme is designed with different lengths, varied from 3 hours (half day), 7 hours (full day), to 14 hours (2 days).
All training is priced per group, not per person. Get a quotation from us now.
Our typical package includes trainer fees, training materials for on-site training and activities, and a complimentary media package with event photos and video highlights. In some programmes, assessments will be included before, during, and/or after the training.
Our consultant team will work with you throughout the training service, including pre-training telephone communication to discuss customised training needs and post-training follow-up and support.
Our trainers are accredited members from different professional bodies including the British Psychological Society and The Society for Industrial and Organisational Psychology.
Talk to our consultant to discuss your training needs. We offer more than 25 different topics of training programmes and seminars.
Fill in the enquiry form below and our team will contact you through phone or email as soon as possible. If you have any questions, please call us at +852-5504-6929.
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(852) 5504 6929
開放時間：早上10時 - 晚上7時
電郵 info@expivotal.com
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