CEP: Customer Experience Programs

CEP: Transform from Being Just Customer-Oriented into A Culture Is Guest-Experience

Customer Experience Program (CEP) consulting is one of Focus Learning’s premier flagship culture transformation consulting offerings. As training intervention alone cannot guarantee the program’s effectiveness, the consulting will be managed through a project management approach.

CEP encompasses an organizational development intervention (ODI) intervention that will transform the organizational service mindset as well as service culture practices. This will involve the participation of all levels of personnel, starting from the leadership before moving down to include the lower levels. The backbone of the CSP program is a set of SSP (Service Standards & Practices) that will be documented and practiced by all in the organization after extensive training and coaching. ‘Enablers’, a set of activities to transform and sustain the desired service culture, will also be designed.

A La Carte CSP

Service From The Heart

Get your team of front liners to deliver service directly from their heart.

When a company's employees respond to a customer's demands with passion and provide service from the heart, the customer will create a lasting impression of an exhilarated experience.

This training program aims to initiate front-line employees toward a service excellence mindset and culture by improving their attire, grooming, and etiquette to enhance their professional service image.

The Service Image

Enrich your customer’s experience by adding value to the ‘Customer Journey’.