Customer Centric for Supervisor

GRC

Intermediate

16 Hours

Online

To Be Announced

Zoom Meeting

Customer Centric for Supervisor is a practical training program designed to help supervisors develop a customer-focused mindset and create outstanding customer experiences. Participants will learn how to identify critical moments of truth, improve service quality, map customer journeys through service blueprints, and implement customer-centric strategies that enhance customer satisfaction, loyalty, and business performance.

Customer Centric for Supervisor is a practical training program designed to help supervisors develop a customer-focused mindset and create outstanding customer experiences. Participants will learn how to identify critical moments of truth, improve service quality, map customer journeys through service blueprints, and implement customer-centric strategies that enhance customer satisfaction, loyalty, and business performance.

Who should join this program?

Why should you join this program?

Manufacturing Retail Hospitality & Tourism Banking & Financial Services Healthcare Telecommunications Logistics & Transportation Education Public Services E-Commerce & Digital Business

What you will get?

Training Materials | Customer Journey & Service Blueprint Templates | Certificate of Completion | Case Study Workbook

What will you learn?

Understand the principles and importance of a customer-centric culture in achieving business success.
Differentiate between customer-centric and product-centric business approaches.
Identify customer needs, expectations, and value drivers effectively.
Recognize and manage critical customer touchpoints throughout the customer journey.
Apply the Moments of Truth (MoT) framework to improve customer experiences.
Analyze customer feedback and use Voice of Customer (VOC) insights for service improvement.
Evaluate service performance using the SERVQUAL dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy.
Design and implement service quality improvement initiatives within their teams.
Utilize customer research methods such as customer satisfaction surveys, mystery shopping, focus groups, and service reviews.
Develop customer journey maps and service blueprints to visualize and improve service processes.
Identify service bottlenecks, failure points, and opportunities for value creation.
Implement omnichannel service strategies to deliver seamless customer experiences across multiple channels.
Enhance team responsiveness, empathy, and professionalism in customer interactions.
Lead customer-focused teams that consistently deliver superior service experiences.
Improve customer satisfaction, loyalty, retention, and advocacy through continuous service excellence initiatives.
Monitor and evaluate customer experience performance using practical customer-centric metrics and improvement tools.

You Will Learn From Expert Instructor

Ir. Yanto Sidik Pratiknyo, MA, DiplCoop, CMI, CHRS

Senior Management Consultant, Customer Experience Trainer, and Human Resources Development Expert

Ir. Yanto Sidik Pratiknyo is an experienced consultant, trainer, and leadership development professional with extensive expertise in customer service excellence, organizational development, and supervisory management. His professional background includes serving as Marketing Head of PPM Management, Instructor and Consultant at PPM Management, Trainer for Alliance for Integrity (GIZ Germany), Research Advisor at Sekolah Tinggi Teknik PLN, and Founding Member of the International Entrepreneurship Association, Germany. He has delivered numerous training programs in customer experience, leadership, service quality, and organizational performance improvement.