Customer Care Strategy Training in Kuala Lumpur, Malaysia

This course equips participants with the strategic mindset and practical tools required to build and implement effective customer care strategies. It emphasizes customer-centric thinking, loyalty development, customer journey mapping, and service excellence models. Participants will learn how to align customer care with business goals, create value-driven experiences, and use customer feedback to drive continuous improvement.

Course Agenda

Introduction to Customer Care Strategy

• Defining customer care in a strategic context

• Linking care to business outcomes and branding

• Understanding today’s customer expectations

Customer Segmentation and Journey Mapping

• Identifying customer segments and needs

• Mapping the customer journey: key stages and pain points

• Designing high-impact service touchpoints

Building a Customer-Centric Culture

• Empowering employees for customer ownership

• Emotional intelligence and empathy in care delivery

• Internal communication and alignment

Strategic Tools and Models

• Service blueprinting and value chain alignment

• Loyalty-building frameworks (e.g., Net Promoter Score, CLV)

• Technology enablers in customer care

Feedback Loops and Service Innovation

• Designing effective feedback channels

• Interpreting customer data and insights

• Driving improvements and innovation

Measuring Success

• Key Performance Indicators (KPIs) for customer care

• SLA management and service performance tracking

• Benchmarking and industry best practices

Strategy Implementation and Case Studies

• Developing a customer care action plan

• Reviewing real-life customer care success stories

• Capstone group project and presentations