Customer Culture & Service
Programme (CCSP)
| Customer-focused organisations are continuously striving hard to achieve excellence in customer service. With the growing battle to win and retain customers for long-term business in the competitive marketplace, consistent outstanding customer service is proving to be a powerful competitive edge. |
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In order to achieve this success, it is critical for an organisation to cultivate a customer-centred culture amongst its employees. To have a customer-centred culture means that every single employee understands how to execute excellent service while at work, making every service encounter such a memorable experience for customers that they will have to think twice
about visiting a competitor.
The CustomerCulture & Service Programme (CCSP) was designed with that in mind. Intended to be a company-wide training programme, it is aimed at helping organisations traverse their service excellence journeys, building a critical mass of service-minded employees who believe in serving customers well. Organisations should not be contented with just sending their frontline staff to attend
this programme. A customer-centred culture is not
something that can be cultivated overnight through one layer of the organisation. On the
contrary, it involves the organisation in its entirety; achieving the best results when
training begins from the top downwards. Vigorous, fun and practical, the CCSP is based on
accelerated learning - learning using all five senses - as opposed to
motivational or activity-based programmes, which tend to produce short-lived effects.
Through the course of the programme, the participants are encouraged to align their
personal goals with organisational values. Service quality related activities are on hand
to enhance the participants' learning experience.
The programme, available in four levels, i.e. frontline, supervisors, middle managers, and senior managers, is conducted in a refreshing learning setting in the form of MIM's lodge located on MIM's grounds just behind the main office building. There will be a good mix of experiential learning and service practice activities to facilitate the internalisation of a customer-centred
mindset.
