Customer-Centric Mastery: Anticipate, Align and Exceed
To master the service journey, you must have a deep understanding of your customers' needs while also harnessing the power of AI to consistently surpass their expectations at every touchpoint. Participants will learn the art of providing exceptional customer service by truly understanding your customers' requirements and going above and beyond their expectations in this in-depth, practical session.
Topics To Be Covered
TOPICS TO BE COVERED
- Customer service is an attitude, not a department
- Steps to building a service mindset of a service
- Customer service in the digital age
- Integrating AI and the human touch to decode the needs of your customers
- Customer journey mapping: identifying touchpoints and pain points
- Developing a comprehensive customer journey map
- Building customer relationships
- Building rapport with customers
- Handling difficult situations
- Social media and online communities
- Measuring and improving customer service
- Training and motivating customer service teams
Date & Time
Date: Wednesday, 9th September 2026
Time: 9:00 a.m. - 3:30 p.m.
Cost
Cost (per person):
$1,200.00 plus vat (ECA Members)
$1,680.00 plus vat (Non-Members)
NEED MORE INFORMATION?
For further details please contact:
Training Department | 1 (868) 675-5873/638-6463
Ms Laura Rosales | ext. 246 |
Ms Shantala Reece-Whiteman | ext. 248 |
Email:
Event Information
| Event Date | 09/09/2026 9:00 am - 3:30 pm |
| Individual Price | Members: $1,200.00, Non-Members: $1,680.00 (plus vat per person) |
| Location | Online - ZOOM Meeting |