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About The Event


Presenting to you the practical findings on customer experience consulting initiatives of world renowned organizations from Asia Pacific, India, Middle East and beyond, the seminar would focus on the following key learning points:

  • Learn from the renowned organizations from retail, aviation, hospitality, banking and healthcare industry on how to deliver a Signature Customer Experience that result in a differentiated brand.
  • Learn the tried-and-tested methodology in distilling your organization's “Customer Experience DNAs” and develop a Signature Customer Experience.
    Learn how to cascade your own Signature Customer Experience through the tried-and-tested learning methodology.
  • Uncover the magic in delivering a sustainable customer experience through the use of a powerful tool - the “Customer Experience Blueprinting.”


Developing a Signature Customer Experience

  • The concept of customer experience
  • Understanding and managing customers' emotional and physical expectations
  • Develop the Service Strategy – the concept of “Strategic Service Intent (SSI©)”

Managing the moments of contact

  • The power of customer perception
  • Blueprint the signature customer experience
  • Deliver a consistent experience – customer experience standards
  • Expect the unexpected – customer experience fail-safing
  • Managing the Oops! factor - the art of service recovery

Managing people for a Sustainable Service Culture

  • Voice of employee
  • Re-define the paradigm in people management
  • The STAR Profiling© – understand employees' attitude
  • The power of empowerment, service reward and recognitions

Speaker Profile:

Principal Consultant, SQ Signature Customer Experience Series 

Dr Tang was one of the pioneers of SQ Centre instrumental for the foundation of service quality subject expertise. SQ Centre was founded in 1990 by Singapore Airlines Limited (SIA) and SPRING Singapore (a national driver for Singapore's productivity, innovation and standards) as part of the government's initiative to improve service quality in Singapore.

Specializing in the area of service leadership and management for the past 25 years, Dr Tang has developed and delivered customer experience related training and consulting interventions to more than 500 companies in 20 countries. He has partnered client organizations in the aviation, automotive, retail, property management, hospitality, financial, healthcare industries, public service organizations and more.

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