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                         Course Outline (.PDF 167kb)

             Early Bird Deadline          CGBP                              

WEDNESDAY & THURSDAY, SEPTEMBER 1 & 2, 2021 * 1:30PM TO 4:45PM * via zoom logo
A business that does not have an effective customer service program is not built to last! It is the key component in an overall strategy aimed at achieving clear competitive advantage in any service-related industry.

Many frontliners are ill-equipped to provide effective customer service in the new normal. There is a growing need for organizations to retool and retrain people in properly handling clients and provide quality service both onsite (in-person) and online.

This two-session training via Zoom will showcase best practices on how to deliver great customer service. Business owners and management can discover new ways to develop and update customer service programs in their organization.

Better service translates into bigger revenue! Do not let poor service interactions result in lost business opportunities and customer fallout. Enroll your people and gain more business for your organization!
Course Director & Lecturer:

Herbert M. Sancianco
is the author of the several books including “Creating Great Customer Service”. He is a professional trainer, marketer, corporate rehabilitator, business educator, and brand strategist.

He is the president of Strategic Applied Protection Inc. and Market Bridges Phils. Inc. He is also a professor of the Integrated Marketing Communications course at the DLSU Graduate School of Business.

He has trained thousands of people on customer service across different industries. His expertise includes seven years of advertising experience with Hemisphere Leo Burnett and J. Walter Thompson Philippines; five years of marketing service experience with J&J Philippines; First Pacific Metro Marketing and Pepsico International; and seven years of international sales, marketing and finance management experience with Pepsico International, including overseas deployment in Saudi Arabia and Vietnam.

He regularly contributes business articles to Philippine Star, Philippine Daily Inquirer, Business Experts Inc., and Linkedin.
Who Should Attend:

    • Business owners & trainers
    • Service frontliners
    • Sales representatives
    • Aftersales service reps
    • BPO and call center agents
    • Insurance agents
    • Real estate agents
    • Medical representatives
    • Supervisors and managers
    • Business consultants

Limited Slots Only, Pre-Registration Required

*Training investment inclusive of
an e-certificate and a printed learning material

  P 4,580 (when you register and pay
                on or before Aug 1)
  P 5,580 (when you register and pay
                after Aug 1)

*Optional: Add P450 for a printed copy of a certificate of attendance inclusive of delivery charge


    Contact Person: Camille Jonas     Mobile Number (+63 939) 914-8689
    Telefax:      (+632) 8842-7148 or 59


WEDNESDAY & THURSDAY, SEPTEMBER 1 & 2, 2021 * 1:30PM TO 4:45PM * via zoom logo


Session 1:

• What is Customer Service and its business process application?

    The first session describes what is customer service and why it is an important business tool. Examples will be provided of what are excellent customer service activities that are done in several service industries. The audience will learn what are the touch points in the customer service process. They will know why each touch point is part of a service chain that generates a happy customer and a good business.

• Why is it a key and long-term business development strategy?

    Great customer service defines what a company is all about from its products/service list, its people, and its overall image. The audience will learn how to determine the success of their ongoing programs or in the absence of one, how they are faring per se. Attendees will also learn how to associate a good customer service program with their sales and marketing strategies as a “whole-of-organization approach” on customer service.

• How should one deliver effective customer service?

    This is an experiential lecture on how an individual should be prepared to face a customer onsite and online. This will include their physical appearance, demeanor and sensory attitude. This will include different scenario applications for attendees to be effective in customer service.

    In the current new normal where social media and online technologies are the key communication tools, there is a need to emphasize customer service ethics.

Session 2:

• What are the different types of customers?

    There are many types of customers to deal with and the audience will learn who they are, and their individual short profiles. They will also learn how they should interact with each one so that a win-win situation will be achieved and a happy customer is satisfied and delighted be a loyal customer for life.

• How do you deal with emotionally charged and unhappy customers?

    This session will require audience participation where several case examples will be played out in complaints management. This will include a case between a manager, his/ her subordinate and the irate customer. The key to this activity is the audience experience of such an emotionally charged interaction. An audience feedback will be listed as to how they viewed the outcome.

• How do you develop a good customer service program?

    The audience will learn how to develop their CS program from scratch. This includes a step-by-step process in assessing themselves, pointing out their customer touch points, what should be done to generate a happy customer experience at each step and how to create a customer delight.

    For companies who want an in-house training, CGBP can customize a customer service program exclusive for your group.


*Training investment inclusive of an e-certificate and a printed learning material

      P 4,580 (when you register and pay on or before August 1)
      P 5,580 (when you register and pay after August 1)

*Optional: Add P450 for a printed copy of a certificate of attendance inclusive of delivery charge

           DOWNLOAD FLYER: Effective Customer Service in the New Normal


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Download: Course Outline (.PDF 167kb)