Business Management Competency

Transforming from Customer Service to Customer Experience

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.

4

Course rating

3

Modules Covered

Overview

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.

Your Learning Outcomes

Identify the changing marketspace and customer buying behaviour and the arising implications for sales, marketing and customer service.

1

Appreciate the importance of CX.

2

Share insights into the development of sustained CX culture.

3

Develop post training action plan.

4

Prioritize and focus on the expectations of customers.

5

Identify the critical CX points by conducting customer journey mapping.

6

Identify the core fabrics of customer relationship management.

7

Develop innovative strategies for building customer relationship.

8

9

Designed for

• Managers • Customer Service Representatives • Customer Relations • Customer Happiness Teams • Sales Teams

Training Modules

Modules framework for professional development

• 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

Download brochure

Subject Matter Expert

Shanti Subramaniam

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.

What Our Participants Say

What participants are saying about their learning experience with us.

Ready for the next step?

Get the skills, structure and hands-on experience to launch your career.

RM 2,100

MIM Member

RM 2,400

Non-MIM Member

All the fee is subject to 8% SST.

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