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Frontline Trainings
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.
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 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.
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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.
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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.
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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.
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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”.
Learn More
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.
Learn More
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
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
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
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
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.
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’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.
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!"
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:
Learn — understand the theory and mechanics behind each aspect of the methodology
Do — apply the different aspects of the methodology during exercises and work groups
See — observe real world applications, examples and case studies related to each aspect of the methodology
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 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
Testimonials
Head of Distribution, Salary Projects and the Mass Segment of Alfa Bank
About “The Art of Experience”: I can say without exaggeration that this course divided my life into “before” and “after”.
I myself began to relate to clients differently, to manage the organization differently, to pay attention to things that were previously invisible to me. I began to hear and notice what makes the client’s world completely different, which allows me to emotionally engage and build a business based on relationships for many years.
Another absolutely magical discovery was how this course affects the financial performance of the organization.
Starting doing things in a new way, I got a completely unexpected increase in the organization’s profit and customer satisfaction.
I did not have to answer the question “how much can I buy customer loyalty?”, because satisfied customers began bringing us more profit.
I come back to the course materials all the time and find in them something new for myself. Well worth a try!
Dmitry Zh.
Michael’s workshops and master classes are always memorable and rated as “excellent.” It’s a pleasure to work with him and the entire Senteo team.
Alexey S.
We recently participated in an online training session with our colleagues from VTB about “Experiential Innovation”. During the training, Michael provided valuable insights into the economics of customer experiences, guided us in building Customer Journey Maps (CJMs), and highlighted the distinction between customer-centric and human-centric business models. He was exceptionally open, responsive, and generously shared his wealth of experience and knowledge. The training also gave me the opportunity to apply my understanding of behavioral economics and neurophysiology to real-life business cases. Once again, I want to express my gratitude to Michael and his entire team on behalf of myself and my colleagues. The experience was truly outstanding! 👍🔥
Anna Sh.
For someone like me, an IT specialist and tech enthusiast, Michael’s course was like a journey to Mars! It felt like discovering a whole new planet that I was thrilled to explore. Everything was fresh and incredibly interesting. And the best part? Thanks to Michel, complex concepts were explained in a simple language that I could easily grasp. The assignments were designed in a way that pushed me to come up with original ideas. I highly recommend it to everyone!
Dmitriy G.
Achieving high productivity with minimal time investment!
Non-conventional and invaluable! From June 9th to 11th, I participated in the online training “Experiential Innovation,” and to say that it was an explosion of emotions, knowledge, and communication is an understatement! The materials provided by Michael are simple and easy to understand, and the tools used during the training are highly convenient. The result of this training is a boost of energy and even greater desire to delve deeper into the subject matter! Hold on, customers, this is going to be phenomenal! !#senteo
Elizabeth S.
Clear explanations, valuable information, knowledgeable instructor.
Fachar K.
I had the privilege to participate in Michael’s training about creating exceptional customer experiences. The experience was incredibly interesting, productive, and engaging. As someone who was new to online training, I was pleasantly surprised by the remarkable level of dynamics and engagement it offered. It was a truly cool and informative experience! I wholeheartedly recommend it to everyone.
Gleb St.
Achieving high productivity with minimal time investment! Unconventional and valuable!
Irina Sh.
#senteo#MichaelRuckman
In an amazing way, he combines the depth of the subject with an easy delivery of complex materials. Employees from different levels participated in the online training “Experiential Innovation” for VTB Bank, and here are the key points highlighted by the participants:
1. Convenience and comfort of conducting the training over Zoom and utilizing Miro boards.
2. The training content. The connection between the product, the customer, long-term relationships, and creating innovative solutions to transition from a product-centric approach to a relationship-centric one is crucial and applicable to any innovation.
3. The chat support and participant engagement before the training were organized in a very natural and gentle manner.
4. The outcome of the training resulted in specific sets of innovative solutions in six different areas. This means that we could immediately put into practice what we worked on during the training. The knowledge gained is highly practical, which is essential for my company.
5. Michael:) I cannot fail to mention the charisma and vast experience of our trainer, Michael. It was extremely valuable that he shared his experience from different organizations.
In summary: I wholeheartedly recommend Senteo’s training sessions and plan to explore their other offerings as well.
Janna Kh.
#Senteo and #MichaelRuckman – each presentation reveals a new side of the CX approach. I like the fine balance of theory and practice, as well as the combination of both seriousness and humor in the presentations at conferences and workshops, which makes the process even more fascinating and engaging.
Luiza U.
Great ideas and concepts for understanding the role of customer experience and customer relationship.
Natalia S.
We took the UX Redesign course in an online format. Everything was organized excellently, with convenient tools for collaborative work. We didn’t notice any difference compared to in-person training. The team did a great job.
Roman N.
Training from #MichaelRuckman is all about simplifying the complex. The materials, delivery, and support are top-notch. After three days of training, the amount of knowledge acquired exceeded expectations. I want to specifically highlight the atmosphere, which inspires you to strive for new achievements! Thank you.
Sara B.
Great course! Helpful practice activities.
Tresford Ch.
Irecently completed Michael Ruckman’s online training, “Experiential Innovation” for VTB Bank.” Three unforgettable days filled with an incredible emotional charge, a wealth of new knowledge and tools that can now be applied in practice. Throughout the training, I found myself realizing that every piece of information presented held immense value and would be beneficial in my future work. I extend a heartfelt thank you to Michael and the Senteo team for simply being who you are and for the outstanding work you do!
Yuliya A.
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
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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.
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