Course Overview:

Deliver moments customers remember. Frontline teams map journeys and “moments of truth,” communicate warmth + clarity across channels, de-escalate and recover service failures, and add value ethically—lifting CSAT and first-contact resolution.

Learning Outcomes:

• Map customer journeys & critical moments of truth
• Communicate clearly across phone/chat/F2F
• De-escalate and recover service failures
• Cross-sell ethically by adding real value
• Track CSAT/FCR in team huddles & dashboards

Course Content:

Intro —

Objective: Define service standards & empathy in action.

• Brand promise → behaviors
• Moments of truth & tone
• Service recovery basics

1‑Day —

Objective: Upgrade daily service delivery.

• Channel etiquette (phone, chat, F2F)
• De‑escalation & recovery scripts
• Value‑based cross‑sell
• Personal service commitments

2‑Day —

Objective: Design, measure, improve CX.

• Journey mapping workshop
• Team dashboards (CSAT, AOV, FCR)
• Continuous improvement playbook

Formats: Intro, 1-Day, 2-Day
Audience: Frontline, contact center, retail & hospitality
Methods: Role-plays, recordings review, journey mapping
Measurement & Support: QA rubrics + 30/60/90 KPI reviews