Frontline Trainings
Customer Experience Training (CET) – The Art of Experience
Customer Experience Training (CET) – The Art of Experience

Designed to develop the front-line skill set for quality contacts with customers, this course uses live simulations to build a culture of positive, fulfilling, and engaging customer contacts. Training is designed for delivery in a leader-lead approach. A foundation is built for constructive feedback and ongoing development of a team personality and collective behavioral norms.

Contact Us
Add to your list: add to your list
The First Impression Lasts a Lifetime​The First Impression Lasts a Lifetime​
Five-Star Service – key findings from premium hospitality industry best practice​Five-Star Service – key findings from premium hospitality industry best practice​
How to ”WOW” the Angry Customer ​How to ”WOW” the Angry Customer ​
The Extra Mile – not such a long journey​The Extra Mile – not such a long journey​
 Our Small Family – being familiar is not so hard​ Our Small Family – being familiar is not so hard​
Any Way is Our Way – adapting to customer preferencesAny Way is Our Way – adapting to customer preferences
Modules
Module 1
The First Impression Lasts a Lifetime​
An overall idea of this course is to initiate great customer experience from the moment a customer walks in the branch. There is only one chance to make a first impression and that is where Meet & Greet techniques are invaluable. The meeter-greeter is the first person the customer comes in contact with and is the one who initiates the process of serving the customer in a professional, friendly and timely manner.
Lesson 1

Making first impressions

Lesson 2

Finding out what they need

Lesson 3

It seems you are in a hurry

Lesson 4

Communicating with customers

Lesson 5

How long have I been waiting?

Lesson 6

This is how it works

Lesson 7

Smile at customers and act naturally

Lesson 8

What does your body say

Lesson 9

What to do in unexpected situations

Lesson 10

What makes clients angry / what not to do


Module 2
Five-Star Service – key findings from premium hospitality industry best practice​
Excellent customer service is a key feature of 5-star hotels. In a similar way, banks without the WOW-factor and great customer service are just like other banks. At Five-Star banking we treat our customers like guests and provide them with the same customer experience they would expect to receive at a 5-star hotel. In this course, participants will acquire the necessary etiquette manners that enable them to create an atmosphere of exclusivity and personal touch.​
Part 1

Make your customers feel like guests

Part 2

We do more for our customers

Part 3

Make a customer feel important

Part 4

Do not take your customer for granted 

Part 5

The “Can do” attitude (can always help)

Part 6

Small-talk 

Part 7

Appropriate questions

Part 8

Feeling like coming back

Part 9

Reducing service time


Module 3
How to ”WOW” the Angry Customer ​
Despite an excellent customer service process, there are always exceptional situations in which a customer is dissatisfied with the service. It is essential to win back the customer’s trust and return that WOW factor. Responding to and dealing with complaints quickly and efficiently allows to take the customer’s mind off the problem and focus thei attention on the desired solution.
Part 1

Not in front of everybody

Part 2

Frustrated, angry, upset

Part 3

Understanding the customer’s problems

Part 4

Processing complaints effectively

Part 5

Unreasonable requests

Part 6

"I will only talk to the manager“

Part 7

Excellent service does not exclude the word "No“

Part 8

Meeting expectations – ‘What can I do for you?’


Module 5
The Extra Mile – not such a long journey​
This module emphasizes the importance of doing small things “outside of the box” for customers. These personal touches help overcome different inconveniences. Making customers feel important and special builds loyalty. It does not take much to go the extra mile, yet making the customer feel special is priceless in building long-term business relationships.
Part 1

Avoiding inconveniences 

Part 2

Exceeding expectations

Part 3

Think on your feet

Part 4

Let me do it for you

Part 5

Under promise and over deliver

Part 6

Taking ownership of the solution

Part 7

Empowerment 

Part 8

“Common-sense” customer service techniques 


Module 4
Our Small Family – being familiar is not so hard​
We want to be closer to customers. Building an atmosphere of a small family shop, not a large supermarket of services, creates loyalty and values that are common to any close-knit network community. We strive to move away from impersonal service. We take into account the diverse circumstances which matter to different types of customers and ensure that no-one is “left behind”.
Part 1

Personal touch and customer service​

Part 2

Flexibility / exception to the rule 

Part 3

Caring about local community

Part 4

Remembering details

Part 5

Treat customers like friends

Part 6

10 minutes make all the difference


Module 6
Any Way is Our Way – adapting to customer preferences
We will do anything and everything that pleases our customer. Based on customer interaction and feedback, we repackage our services in a way that best suits and satisfies all of our customers’ needs.​ Our motto – “We do what is best for you” – focuses on tailoring our services and processes to meet the individual needs of our customers.
Part 1

Improving customer service

Part 2

From customer satisfaction to customer loyalty 

Part 3

How customer’s expectations are created

Part 4

Some rules can be bent, others can be broken

Part 5

Identify useless rules 

Part 6

Revisit and review old processes 


Delivery formats
Hybrid education
Hybrid education
This training delivery format is a customized solution to maximize your learning team’s time. Different portions of the courses are delivered onsite, remote over Zoom, and/or online in The Senteo Online Learning Center.
Onsite education
Onsite education
This is a flexible and tailor-made solution that allows you to be trained in Senteo’s methodology in a physical environment. Subscribe to stay informed of our onsite education offering.
Remote education
Remote education
Engage real-time education over Zoom just as you would in a physical environment. This learning delivery method allows a perfect balance between theoretical content, individual assignments, live interactions, and practical group exercises over Zoom breakout rooms and other new-generation collaborative tools.
Introduction
Senteo

Providing great customer service is one of the most important means of differentiation in today’s competitive business landscape. Predominantly, businesses lose customers for the lack of customer service and the inability to establish long-lasting mutually beneficial relationships.

Senteo

Customers do not feel like they are obliged to return, they feel no loyalty. In addition to attracting new customers, it is necessary to have current customers bringing in more business and this becomes possible when your people know how to provide outstanding customer experiences consistently.

Senteo

Senteo’s CET has been delivered to over 32,000 participants and consists of six modules that highlight key areas where great customer experiences are most needed for gaining the customer’s trust and loyalty. Training is conveyed in the environment where the customer service experience happens - the branch - , and it involves everyone in the process of delivering great customer service, from security guards to managers.

Senteo

Our standardized modules ensure that customers will receive the same kind of treatment in any of your branches and the performance competition program between branches enables to constantly maintain the highest level of customer experience.

Training System in Terms of Costs and Customer Experience​
Three Components of Your Training System

On-the-job training provide the necessary set of knowledge, professional competencies and interpersonal skills; and ensures a smooth operation and minimum job tasks. These trainings are necessary to reach the "break-even point", when the cost per employee is equal to the revenue received by the organization from their work. In terms of customer requirements, it would be perceived as ”Acceptable".

Skill training enable employees to master the complex interpersonal skills needed to cover areas of improvement and to advance in their careers. They develop complementary skills that can improve efficiency. When it comes to customer requirements, it fits with the feeling of ”Good.“

Customer Experience training focuses on developing a consistent skill set to create a unique and personalized customer experience. It delivers world-class unconventional outcomes designed to maximize customer satisfaction and a personalized service. In terms of customer requirements, it is consistent with "Wow, this is great!"​

Senteo

The Senteo Learning Experience

All of our educational programs follow a simple but very effective approach designed together with an organizational psychologist to improve the retention of concepts and stimulate application of the methodology to real world business needs. All programs are structured with the following four components:

The Senteo Learning Experience

Learn — understand the theory and mechanics behind each aspect of the methodology

The Senteo Learning Experience

Do — apply the different aspects of the methodology during exercises and work groups

The Senteo Learning Experience

See — observe real world applications, examples and case studies related to each aspect of the methodology

The Senteo Learning Experience

Extend — identify and support the possibilities for real-world applications of the methodology specific to current business needs and goals

MEET YOUR PROFESSOR
Michael Ruckman, President & CEO of Senteo
Michael Ruckman, President & CEO of Senteo
Michael Ruckman, President & CEO of Senteo

Michael is a regular keynote speaker and guest lecturer at Stockholm School of Economics, Skolkovo School of Management, UNLV, Financial University, BAI, EFMA, Lafferty, ICSC, MECS+R, as well as many other international conferences and corporate events. As well, Michael has authored dozens of educational courses in the areas of strategy, digital and business model transformation, leadership, customer experience, corporate culture development, gamification, customer relationship management (CRM), and others with over 30,000 participants since 2004.

25 years
of experience
30,000+
graduates
300+
projects
30
countries
25 years
of experience
30,000+
graduates
300+
projects
30
countries
Michael Ruckman, President & CEO of Senteo
Testimonials
Senteo
Customer Experience Training (CET) – The Art of Experience
The First Impression Lasts a Lifetime​
Five-Star Service – key findings from premium hospitality industry best practice​
How to ”WOW” the Angry Customer ​
The Extra Mile – not such a long journey​
Our Small Family – being familiar is not so hard​
Any Way is Our Way – adapting to customer preferences
Senteo Online Education Calculator
Senteo Online Education Calculator

We understand that choosing the right course or certification program can be overwhelming with the numerous options available. That's why we've created this calculator to help you find the best fit for your goals and needs.
By answering a few questions about your current situation and aspirations, we will provide you with tailored recommendations from our range of courses and certification programs.

Senteo Online Education Calculator
PRICING AND SUBSCRIPTION
Get Extra Features
Discovery
$9/month

50%

Open Webinars (Live Steam)

10%

Education (Online Courses & Certifications)

10%

Advisory & Coaching

Online Community

10%

Ask an Expert

Premium Content
Practitioner
$19/month

Open Webinars (Live Steam)

15%

Education (Online Courses & Certifications)

15%

Advisory & Coaching

Online Community

25%

Ask an Expert

Premium Content
Professional
$39/month

Open Webinars (Live Steam)

20%

Education (Online Courses & Certifications)

20%

Advisory & Coaching

Online Community

50%

Ask an Expert

Premium Content
Expert
$69/month

Open Webinars (Live Steam)

25%

Education (Online Courses & Certifications)

25%

Advisory & Coaching

Online Community

Ask an Expert

Premium Content
Answering your questions
Team and corporate learning are essential for enhancing business performance as they enable employees to acquire new skills, knowledge, and perspectives. By investing in learning and development programs, organizations can foster a culture of continuous improvement, innovation, and adaptability. This, in turn, leads to increased productivity, employee engagement, and better decision-making throughout the company.
Effective team and corporate learning programs vary depending on the organization's needs and goals. However, a combination of interactive workshops, leadership development initiatives, advisory & coaching programs, online modules, and hands-on experiential learning tends to yield positive results. Customized programs that align with specific business challenges and incorporate real-life scenarios tend to be particularly effective.
Measuring the impact and ROI of team and corporate learning can be done through various methods, such as pre- and post-assessments, feedback surveys, performance evaluations, and tracking key performance indicators (KPIs). Additionally, organizations can analyze factors like employee retention rates, customer satisfaction scores, revenue growth, and productivity improvements to gauge the overall impact of learning initiatives on business outcomes.
To ensure effective application of knowledge, it's crucial to create a supportive learning environment that encourages knowledge sharing, collaboration, and continuous improvement. This can be achieved through ongoing coaching and mentoring, providing opportunities for practical application of newly acquired skills, establishing clear performance expectations, and integrating learning into daily work routines. Regular follow-up and reinforcement activities can also help reinforce and solidify learning outcomes.
Fostering a culture of continuous learning and development requires a multi-faceted approach. It starts with leadership commitment and support for learning initiatives. Organizations can encourage continuous learning by offering opportunities for skill-building, providing access to relevant resources and training programs, recognizing and rewarding employees who prioritize learning, and fostering a safe environment where individuals feel comfortable experimenting and taking risks. Encouraging knowledge-sharing practices, promoting cross-functional collaboration, and promoting a growth mindset can also contribute to a culture of continuous learning.
Still Have Questions?

    Senteo’s Content
    See All
    In this paper, written in the wake of the 2008 financial crisis, Michael Ruckman explains why customer-centric business models can and must survive periods of crisis.
    While businesses have focused on younger segments, Baby Boomers have quietly continued shopping. Shannon Quilty explains how the quality of in-person interaction is the key to winning older customers.
    Why should companies put customers at the center of their business models? Michael Ruckman answers this question and more.
    Michael Ruckman Talks about Customer-Centric Business Models
    What is the difference between retention and loyalty, and between customer-centric and relationship-centric business models? How exactly can one monetize customer experience? Michael Ruckman answers these questions and more…
    Voice On Demand Retail Podcast: Part 3 – Leadership in the Retail Market
    Michael Ruckman talks about Customer Experiences & Customer Journeys, The three faces of Digital for Retailers and the state of leadership in the retail market today.
    Voice On Demand Retail Podcast: Part 1 – Customer Experience & Journeys
    Michael Ruckman talks about Customer Experiences & Customer Journeys, The three faces of Digital for Retailers and the state of leadership in the retail market today.
    This is one of Gladwell’s best-known works. In it, Gladwell seeks to explain mysterious sociological changes – specifically, how it is possible for momentous, dramatic changes to happen seemingly overnight.
    Author Thomas Lockwood along with various experts explore how the design and product development strategies of the modern world have changed and adapted to the new environment around us.
    Damon Centola argues that genuine change requires a change in behaviors and attitudes, and that the ideas underpinning these changes spread through social networks, which shape social norms.
    This light and rather entertaining book chronicles the rise and success of Zappos and its unique company culture, as told by author, founder and entrepreneur, Tony Hsieh.
    Goleman explores the importance of leaders developing and maintaining emotional intelligence. Building on themes and ideas from previous works, this book is geared specifically towards helping leaders develop those skills.
    Reed Hastings, the CEO of Netflix, and Erin Meyer, bestselling author of The Culture Map, take a deep dive into the ideologies at the heart of Netflix corporate culture.
    What is Relationship-Centricity?
    This short video explains what relationship-centricity is and how it is different from customer-centricity. Follow the link to see how companies can extract value from their relationships with
    How to Build a Business That Lasts 100 Years
    Join strategist Martin Reeves as he explains how executives can apply six principles from living organisms to build resilient businesses that flourish in the face of change.
    Explanation of What UX, CX and LX is and the Difference Between CEM & CXO
    This quick 5-minute video explains the difference between User Experience, Customer Experience and Life Experience, provides examples of each and explains the difference between CEM and CXO.