Category: Customer Experience & Service
Overview
Problem Solving, Critical Thinking & Creative Solutions is a practical program focused on designing and delivering memorable customer experiences and professional service that builds loyalty and long-term relationships.
Objectives
- Understand what drives customer satisfaction, loyalty and advocacy.
- Map customer journeys and identify critical touchpoints and pain points.
- Apply professional behaviors and communication in customer interactions.
- Handle complaints and difficult situations in a confident, constructive way.
- Support a culture of service excellence and continuous improvement.
Who Should Attend
- Customer service, call center, branch and front office staff.
- Team leaders, supervisors and managers in service operations.
- Sales, key account and relationship managers interacting with customers.
5-Day Course Outline
Day 1 – Customer Expectations & Service Mindset
- Clarify the link between customer experience and business results.
- Explore what customers value beyond the core product or service.
- Reflect on personal attitudes and behaviors in service situations.
- Identify typical pain points and service gaps in participants’ contexts.
- Agree on key service principles for the group.
Day 2 – Communication Skills for Service Professionals
- Practice active listening and empathy in customer interactions.
- Use clear, positive and professional language.
- Manage tone of voice, body language and first impressions.
- Handle difficult questions and unclear requests.
- Role-play typical scenarios from participants’ daily work.
Day 3 – Handling Complaints & Difficult Customers
- Reframe complaints as opportunities for recovery and loyalty.
- Follow a practical step-by-step model for complaint handling.
- Deal with angry, emotional or demanding customers.
- Set boundaries while remaining respectful and supportive.
- Simulate challenging cases and debrief learning points.
Day 4 – Designing Better Customer Journeys
- Map key customer journeys and moments of truth.
- Identify root causes behind recurring service issues.
- Generate improvement ideas that are simple and impactful.
- Discuss internal collaboration needed to fix pain points.
- Draft an improvement concept for one journey or channel.
Day 5 – Sustaining Service Excellence
- Define service KPIs and feedback sources.
- Plan simple routines for follow-up and coaching.
- Encourage peer learning and sharing of best practices.
- Connect personal behavior with brand promise and values.
- Prepare a personal and team action plan for the next 90 days.
Problem Solving, Critical Thinking & Creative Solutions (Course No. 10112)