2. Program Overview
& Strategy Design
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
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
quality customer service
Questioning the paradigms
administration versus service
strategy and overcome
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
Attendance is limited.
Measure your market
Calculating customer wallet
How to develop on the spot
strategies based on high
Learning key strategic variables
and how to apply the principles
that support them.
The real meaning of innovation.
The law of diffusion
Resistance variables and
Communicating a successful
and consistent service message
across every channel of your
3. Ensure High Quality
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.
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.
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
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.