Customer First

Topics Description Hours Outcome

Customer Journey Ice Breaker & Introduction 3 hours 1. Appreciate the critical
Mapping Customer Life Cycle Management aspects of the journey cycle
2. TAT orientation
Pareto Principle 3. Big Picture perspective
Perception Management 4. Customer as the epi - center
The journey from me to you 5. Seeking & Offering assistance
Focus on First Time Resolutions (FTR)
Constructive Negotiations
Leveraging (from experience & others)
Agenda Orientation & USP based Propositions
Orchestrating a seamless experience
Understanding Mapping Ice Breaker & Introduction 3 hours 1. Leveraging Processes & Best
Knowing Self & Understanding Others Practices
2. Appreciating critical aspects of
KYC - Creating a Digital Profile interface
Understanding MOTs 3. Receptive to the Dynamics of
Creating positive MOTs changing expectations
4. Mapping the behaviour to the
Analyzing the Customer Experience – critical path
desired approach
Provider Gap Analysis 5. Designing the solution strategy
Understanding Transactional Approach
Mapping Customer Behaviour
Customer Engagement
Handling Difficult Ice Breaker & Introduction 3 hours 1. Being the catalyst to the
Customers Identifying Limiting Beliefs change
2. Pre – emptive process building
Solutions Mind Frame 3. Treat as you would like be
Transaction Approach as a tool treated
Active Listening 4. Listening to resolve
5. Assertion to commitment and
Transitioning from Service Recovery to Pre –
delivering the promise
emptive resolution
Assertive Approach
Carving Sustainable Road Maps – Creating a Niche