1. Innovation &
Strategy Design
International
Customer Service
Certification

2. Program Overview
International Certification
Customer Service
Innovation
& Strategy Design
Program Details.
This highly interactive certification program will allow you
to create safe, viable and innovative service strategies
that will put your organization at the next level ahead of
the competition.
You will increase your market share, increase your
customer retention with a higher net promoter score,
more frequent purchases while elevating customer loyalty
by creating more valuable propositions.
What will you learn.
The Skills developed in this
training will deliver to you
significant improvement by
incrementing your cognitive
awareness and enhancing
abilities in establishing
differences between
quality customer service
and exceptional
customer experience.
Questioning the paradigms
between business
administration versus service
strategy and overcome
the conflict.
You will have all necessary tools to transform your actual
business into a service brand organization, reducing
employee turn over and bringing more value to your
customers and your business.
Identify and Strategize on ideal
corporate pathways to become
customer centric.
Attendance is limited.
www.kayvalenzuela.com
Measure your market
vulnerability indicators.
Calculating customer wallet
profitability. Benchmarking
customer convenience.
How to develop on the spot
strategies based on high
quality interactions.
Learning key strategic variables
and how to apply the principles
that support them.
The real meaning of innovation.
The law of diffusion
of innovation.
Resistance variables and
contingency plans.
Communicating a successful
and consistent service message
across every channel of your
organization.

3. Ensure High Quality
Customer Experience
and Employee Execution
Who should attend.
This 24 Hour Certification Program (three consecutive 8
hours sessions), is ideal for individuals who manage people
or processes as well as those who have supervisory or
cross-functional management responsibilities in providing
high quality customer experiences.
About
International Customer
Service Association
Program Instructor.
Kay Valenzuela
President ICSA-LATAM - Worldwide Excellence Champion 2011
& 2012 for Service Quality Institute - Global Strategist Award on
2013 | International Speaker & Consultant |Author | Master Coach
on Customer Experience.
www.kayvalenzuela.com
The longest standing customer service association in the
United States and now across the world. Our training
courses deliver significant improvements in quality
customer service strategies that companies now value
about most.
Based on our focus to develop customer service
individuals as professional service providers,
we continuously support and engage in activities that
promote development, enhanced skills and recognition.
Our training courses intent to create systematic and
lasting transformation in organizations, helping them
become customer centric and increase their market share
through customer acquisition and retention.

4. International Custmer
Service Association
With highly qualified facilitators that will deliver engaging
sessions allowing the learning process to become discovery
sessions in a frame of very practical and comfortable
conversations whilst promoting the individual participation
and creativity expansion.
ICSA through Traincode™ representatives also offers
keynote speaking, on-site consulting, and executive team
development.
For more information please contact us: www.icsalatina.com
If you are ready to embrace a new service culture, involving
teams leaders and even the entire organization is essential.
You can also consider bringing in our certified professional
facilitators into your organization.
Please do ask about our other great programs on service
excellence for your entire organization.
Secure your seat today!
Traincode™2013© All Rights Reserved
www.kayvalenzuela.com - ICSALATINA.ORG
For more information please go to
www.icsalatina.org
www.kayvalenzuela.com