Customer Experience for Service Excellence
Customers have many choices! If they are happy with the way they are treated, they will stay with you. With the fast changing of technologies and trend in today’s global economy, providing better customer service is compulsory and necessity. All of us are doing that. At the same time, are we doing our best in an amazing way?
Customers may first come into your business because of your product and/or service, and they will decide to come again based on how well they are treated. That is where we move beyond service in giving a better experience by having them as our customer. Moving beyond service from reactive to proactive in providing better customer experience is the key to service excellence.
Learning Outcomes
State what customer experience means in relation to all your customers, both internal and external
Identify your customers’ needs & expectation
Increase productivity, efficiency and effectiveness in providing customer experience to generate return business
Dealing with difficult customers in a professional attitude
Course Details
Trainer
Industries: Insurance, SME, MNC, and Manufacturing
David Ann is a passionate and experienced trainer with more than 20 years of professional experience spanning IT, sales, retail, insurance, customer service, and learning and development. Known for his dynamic and friendly training style, he is committed to helping individuals and teams build practical skills that drive performance and growth.
He is also the Resident Lecturer at Universal Business Academy, where he delivers internationally recognized qualifications to students from around the world. His academic areas include Business Management, Leadership, Sales and Marketing, Human Resources Management, and Customer Service.
David's experience as a Training Manager across multiple industries has given him a strong edge in designing and delivering impactful training programs. His background working with people from diverse walks of life has strengthened his ability to connect with participants and tailor learning experiences to different audiences and needs.
Having held training leadership roles in organizations such as AIA Call Centre, Ogawa, and Marks & Spencer, David has developed broad expertise in managing people and expectations in key areas such as communication, selling skills, presentation, customer service, and leadership. His combination of industry exposure, practical insight, and passion for development makes him a trusted trainer and educator.
Evaluation Summary
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