This 2-day programme helps frontline teams unlock customer-focused growth by mastering Customer Experience (CX), Communication Skills, and Customer Relationship Management (CRM).Participants will learn to adapt in fast-changing markets, strengthen customer trust, and design practical, impactful strategies that enhance interactions, elevate service standards, and position their organisation for sustainable long-term success.
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In today’s rapidly changing market shaped by the post-pandemic landscape and evolving customer behaviour, frontline teams in customer service, sales, and marketing must continuously adapt to stay competitive. This 2-day modular based training equips participants with the mindset, skillset, and toolset to deliver stronger customer impact. Through core modules in Customer Experience (CX), Communication Skills, and Customer Relationship Management (CRM), participants will identify key improvement areas and gain practical strategies to pivot and elevate customer experience in their organisations.
• The CRM cycle: Getting, keeping and growing customer.
• Understanding Customer Lifetime Value (CLV).
• The core fabrics of "Relationship" and the arising implications for sales, marketing, and customer service.
• Developing creative and innovative CRM strategies.
• Tips for creative and innovative thinking / Creative thinking tools.
• CRM system - the power of customer analytics.
• Group Discussions and Presentations
• The shift from customer service to customer experience.
• The importance and benefits of focusing on customer experience: The ROCE (Return on Customer Experience).
• Customer Journey Mapping.
• Developing customer persona / profile.
• Identifying gain points and pain points.
• Implications for Sales, Marketing, and Customer Service.
• Group Discussions and Presentations
• Understanding the changing Marketspace and Customer Buying Behaviour.
• Implications for Sales, Marketing and Customer Service.
• Group Discussion and Presentation
Ms. Shanti has worked with diverse organisations across industries to deliver impactful learning experiences that drive both personal and professional growth. With international credentials in coaching and facilitation, she empowers individuals to communicate with confidence, elevate customer experience, and build lasting business relationships. Known for her energetic and engaging style, she creates meaningful learning environments where participants gain not only new perspectives but also practical strategies they can apply immediately.
Unit T1-L16-1, Level 16, Tower 1, PJ 33 No. 3, Jalan Professor Khoo Kay Kim, Seksyen 13, 46200 Petaling Jaya, Selangor, Malaysia.
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