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Creating Moments of Emotional Connections in Customer Service
Creating Moments of Emotional Connections in Customer Service
Training Provider: Nanyang Polytechnic
Course Reference: TGS-2025055511
S$71
Original: S$235
Save S$165
About This Course
In today’s business environment, designing effective customer experiences is crucial for gaining a competitive advantage. In this course, participants will learn the importance of service design as a first step towards transforming customer experiences across various interactions. Using design thinking, learners will create customer journey maps and service blueprints to document current experiences and design new ones that stand out from competitors. Additionally, participants will explore the power of emotional connection, drawing inspiration from Raffles Hotel Singapore’s butler service philosophy, which emphasizes intuition, personalization, and a refined sense of anticipation. They will learn techniques to connect with customers on an emotional level, crafting experiences that resonate beyond transactional exchanges to create exceptional moments that exceed customer expectations, ensuring every interaction is memorable and meaningful.
What You'll Learn
Participants will be introduced to two essential tools, Customer Journey Maps and Service Blueprints, to document the current customer experience delivery in their organization. This process is integral to understanding customer expectations and assessing whether the organization’s service delivery meets these expectations. By mapping current customer experiences, pain points in crucial moments of truth are highlighted, providing powerful insights into influencing customer behavior and loyalty towards the brand. After mapping these insights, participants will develop strategies to stand out against the competition in delivering branded customer experiences. Additionally, participants will explore the significance of emotional connection in customer service, learning techniques such as empathetic listening, personalization, and anticipating guest needs. Through practical applications, they will transform everyday service interactions into extraordinary and meaningful moments that leave a lasting impression. The course will guide participants in designing thoughtful, delightful moments that go beyond transactional service, ensuring each customer touchpoint is personalized, impactful, and memorable.