Customer Excellence – From Service to Experience

Introduction

To equip participants with the mindset, emotional intelligence, and communication skills to consistently deliver world-class customer experiences—especially in emotionally charged situations—while strengthening confidence, clarity, and professional presence.

Learning Outcomes

• Learn to adopt a world-class customer experience mindset
• Adapt communication based on personality styles
• Demonstrate confident non-verbal presence
• Respond empathetically to customer emotions
• Listen actively and de-escalate tense situations
• Understand and manage customer expectation by communicating with better clarity, confidence and professionalism

Key Content

Day 1 – Building the Foundation for Exceptional Customer Experience

Module 1: World-Class Mindset – From Service to Experience
Objective: Shift participants from task-based service delivery to experience-driven customer engagement.

• Understanding the difference between service and experience
• Knowledge, Attitude, Skills, and Habits (KASH)
• Identifying common workplace and customer-facing challenges
• Ownership mindset in customer experience delivery

Activities:

• Group discussion on real workplace CX challenges
• Reflection: “What kind of experience do I create?”

Module 2: Understanding People through DISC
Objective: Improve adaptability by understanding different personality styles.

• Overview of the DISC personality framework
• Strengths, needs, and communication preferences of each DISC style
• Recognising customer and colleague behaviours under pressure
• Adapting communication to different personality types

Activities:

• DISC profile awareness exercise
• Case discussion on miscommunication scenarios
• Practical application to customer interactions

Module 3: Non-Verbal Power in Customer Experience
Objective: Enhance impact through body language and voice.

• The role of non-verbal communication in trust and credibility
• Body Language: Being present with P.R.E.S.E.N.T
• Voice: T.E.P check in customer interactions
• DISC inclination and preference with their voice and how to flex for effective communication
• Alignment between verbal message and non-verbal cues

Activities:

• Demonstration of effective vs ineffective non-verbal behaviours
• Voice and posture assessment
• Practice and feedback session

Day 2 – Understanding Emotions, Developing Empathy and Cultivating Clear Communication

Module 4: Emotions and Empathy in Customer Experience
Objective: Develop emotional awareness and empathetic responses in challenging situations.

• Understanding surface emotions vs deep emotions
• Why empathy matters in customer experience
• Barriers to empathy at work
• Consequences of failing to empathise
• 7 seconds self-regulation technique
• How to make customers feel understood
• A.P Technique to comfort and de-escalate emotions

Activities:

• Video analysis and discussion
• Emotion-identification exercise
• Role play

Module 5: Practicing Active Listening
Objective: Strengthen listening skills to build trust and calm difficult customers.

• Mindset change: The 4 levels of listening
• The no-no in active listening
• Respond with LEAP Model
• Techniques to calm angry customers

Activities:

• Interactive game on listening mindset
• Role plays using real customer scenarios

Module 6: Managing Customer Expectations (EASE)
Objective: Enable participants to set, align, and manage customer expectations effectively to build trust and prevent misunderstandings.

• Why managing expectations matters in CX
• Understanding customer needs versus realistic outcomes
• The E.A.S.E. model to communicate with clarity and ease the situations

Activities:

• Discuss real-life scenarios where expectations weren’t managed
• Role-play exercises using EASE framework
• Group reflection: What worked, what could be improved

Module 7: Power Summation
Objective: Enable participants to consolidate learning and commit to concrete actions they will take in their customer interactions.

• Reflecting on key insights from all modules (Mindset, DISC, Empathy, Listening, Expectation Management, Clarity)
• Identifying personal strengths and areas for improvement
• Translating learning into specific next steps for workplace application

Target Audience

Those involved in hospitality, marketing, sales, front-line and customer-support as well as everyone who has a stake in the organization’s top line revenue growth and its sustainability.

Methodology

• Interactive discussions
• Practical demonstrations
• Role play and simulations
• Games and experiential activities
• Video Learning and Reflections