Experience - The Heart of Customer Excellence (Customer Service)


What’s Unique?

“Do what you do so well that they would want to see it again and bring their friends” Walt Disney.
Research shows that customers make decisions based on how they feel and not what they think. Creating an experience for the customer is not as easy as it looks. Too many restrictions that you yourself feel victimized and helpless, nothing is in your hands, right? The best way to treat obstacles is to use them as stepping stones, laugh at them and let them lead you to something better. It is you who have the choice and it is also you who can create the experience that they will never forget.

Key Learnings
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Program Content

Part 1: Accountability
Behaviors of the Victim Cycle
Steps to Accountability

Part 2: See - The Customers
The Customer Evolvement

  • The impact of technology and social media on their behavior.

Customers’ Decision Making
The 4 Types of Customers

  • How to identify and deal with each.

Part 3: Own - The Custometer Skills



Promises- It is s more than words, it is about Trust.

  • How to say No- Reframing.

Knowledge- Is it for you or the Customer?

  • RASA Technique.
  • Upselling and Cross-selling.

Impression- The 5 senses.

  • How fast do we form an impression?
  • Creating a lasting Impression.

Empathy- Intensify the Emotions

  • Mirror Neurons.
  • The E.M.P.A.T.H.Y Model.

Responsiveness- The Customer Effort Score

  • Psychology of waiting.
  • Managing the waiting time.


Part 4: Solve - The Problems 

Why are customers difficult? 

 The   3 F Model-: “From Anger to Recovery”



Key Learnings

Part 5: Do - LOGIC Methodology

Experience program is designed to make the participants live a training experience. It is built around 3 learning methodologies to ensure maximum comprehension, retention and practice of the knowledge and skills.


hand  Participants will be playing a game using the "MTA Learning Tool"

The objective of the game is to fulfill a customer request, but with too many restrictions from the company and too many unrealistic demands from the customer, his objective is doomed to fail. Will he be able to rise above and be accountable for his own success!!

circles If you have never been on a TV Game Show, then this is your chance to shine


You will be spinning the “Custometer Wheel”, performing a task to win customers but indirectly learning the “Custometer Skills”. You better be prepared as the competition is fierce.


meetinfWon customers from the “Custometer Wheel” will come to life and they will be more difficult than ever. 


In a head-to-head roleplay battle between teams and the trainer, where only the most skillful is the one that creates the experience


Target Audience:

Employees dealing with face-to-face customers either internally or externally.

Duration :       2 Days
Capacity :       8 -16 Participants
Language :     English & Arabic
Fees :             1,750 EGP

Schedule Runs

2014-03-05 09:00:00
2014-03-06 17:00:00