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Create a Customer-First Culture That Sets You Apart!
Does your organization deliver outstanding service—every single time? Consistency is the secret ingredient that keeps customers coming back and recommending you to others.
Join us for an engaging and practical course where you’ll learn how to build and sustain a service culture that’s proactive, responsive, and committed to exceeding expectations.
This isn’t just about skills—it’s about shifting mindsets. Learn how to empower your people, align teams around shared service goals, and create systems that support high-impact service delivery.
Perfect for professionals at all levels, this session will help you shape a brand your customers will trust, love, and promote.
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MasterClass 3.0
Customer-Centric Excellence: Developing a Culture of Consistent Service Excellence
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Wednesday, September 24, 2025
01:00 PM – 05:00 PM PHT
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LEARNING INVESTMENT
Regular Rate: ₱ 3,798 + VAT / Participant
Reserve Your Spot NOW and SAVE Php. 2,000
Bayanihan Rate: ₱ 1,798 + VAT / Participant
(Pay on or before August 28, 2025)
LEARNING INVESTMENT INCLUDES:
Enjoy a “Fun-filled” e-learning experience, complete with online session materials
and e-certificate of attendance after online course completion.
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PAYMENT METHOD
- Paypal / Gcash / Paymaya
- Credit Cards / Debit Cards
- Bank Transfer / Electronic Funds / Telegraphic Transfer
- Direct Bank Deposit: Cash and Cheque
Click here for the PAYMENT GUIDELINES
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REGISTER ONLINE
WWW.ARIVA.COM.PH
REGISTER NOW! CALL US!
8832-9901 | 8835-9354
(Globe/Viber) 0917-3257870
(Smart) 0919-6142598
(WhatsApp) 0917-3267870
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Webinar Description:
In today’s hyper-competitive and experience-driven marketplace, delivering exceptional customer service is no longer a differentiator—it’s a necessity. Organizations that consistently exceed customer expectations gain loyalty, enhance their brand reputation, and drive sustainable business success. This 4-hour essential course is designed to help participants build and sustain a customer-centric culture by instilling the values, behaviors, and systems needed to achieve service excellence at every customer touchpoint.
In this high-impact MasterClass, participants will explore the principles and practices that support a service-oriented mindset, including proactive communication, service recovery strategies, empathy in action, and cross-functional collaboration. Through interactive discussions, practical exercises, and real-world case scenarios, attendees will uncover the keys to aligning team performance with the organization’s customer service vision and learn how to turn satisfied customers into brand advocates.
Whether you are in front-line service, team leadership, or a support role that indirectly impacts customer experience, this eye-opening session will empower you to contribute meaningfully to a culture where consistent, high-quality service becomes a shared organizational value.
Key Topics to Be Covered:
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Defining a Customer-Centric Culture and Why It Matters
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The Pillars of Consistent Service Excellence
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Shaping Attitudes, Behaviors, and Mindsets for Service Culture
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Internal Service: How Employee Experience Impacts Customer Experience
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Tools and Strategies for Measuring and Improving Service Delivery
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Empowering Teams for Service Ownership and Accountability
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Handling Service Breakdowns with Grace and Professionalism
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Webinar Objectives:
The specific objectives of this unique fun-filled learning experience are as follows:
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Define the core principles of a customer-centric culture and understand its impact on organizational success and long-term customer loyalty;
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Identify key behaviors, values, and attitudes that contribute to consistent service excellence across all levels of the organization;
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Analyze internal and external service interactions and explore strategies to improve both customer and employee experiences;
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Develop practical tools and communication techniques to address service breakdowns, manage expectations, and foster customer satisfaction; and
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Formulate action plans to align team and organizational practices with a culture of proactive, consistent, and customer-focused service delivery.
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Key benefits from attending this MasterClass:
In this learning session, your participants and organization will be able to:
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Enhanced customer loyalty and retention through consistent and high-quality service delivery that exceeds expectations;
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Improved employee engagement and accountability by fostering a shared mindset of ownership and customer care;
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Increased brand reputation and credibility as a result of delivering memorable and reliable service experiences;
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Greater operational efficiency and collaboration by strengthening internal service relationships and aligning processes to serve customers better; and
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Empowerment of teams to proactively solve problems, recover from service lapses, and turn challenging situations into opportunities to build trust.
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Webinar Outline:
Session 01: Understanding the Foundations of Customer-Centric Excellence
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Defining Customer-Centricity in the Modern Workplace
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Why Consistent Service Excellence Matters: The Business Case
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Service Excellence vs. Customer Satisfaction
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The Link Between Culture, Brand Promise, and Customer Experience
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Case Examples of Companies with Strong Customer-Centric Cultures
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Activity: Service Culture Audit – Where Are We Now?
Session 02: The Pillars of a Customer-Centric Culture
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Core Values That Drive Consistent Service Excellence
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Attitudes and Behaviors That Promote a Service-First Mindset
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Internal Service and Its Role in External Customer Experience
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Empowering Employees to Take Ownership of Service
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Activity: Group Exercise – Identifying Internal Barriers and Enablers to Service Excellence
Session 03: Strategies and Tools for Service Consistency
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Standardizing Customer Experience Without Losing the Human Touch
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Proactive Communication: Tone, Timing, and Transparency
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Handling Service Breakdowns and Turning Complaints into Opportunities
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Creating a Culture of Continuous Feedback and Improvement
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Service Recovery Techniques and Customer Retention
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Activity: Role-Play Scenarios – Navigating Difficult Customer Interactions
Session 04: Sustaining the Culture of Excellence
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Aligning Leadership, Processes, and Metrics with a Customer-Centric Vision
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Recognizing and Rewarding Service-Oriented Behaviors
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Training, Onboarding, and Continuous Learning for Service Consistency
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Measuring Service Performance: Key Indicators and Feedback Channels
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Creating a Team Action Plan for Cultural Shift and Ownership
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Activity: Team Planning Session – Building Your Service Excellence Action Plan
Session 05: Integration and Commitment to Action
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Sharing Action Plans and Peer Feedback
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Commitment to Change: Personal and Team-Level Pledges
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Final Reflections and Takeaways
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Q&A and Open Forum
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Output: Personal Commitment Cards – “My Role in Driving Service Excellence”
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Who Should Attend?
This MasterClass is ideal for professionals across all industries who play a role in shaping and delivering customer experiences. It is highly recommended for:
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Frontline Customer Service Representatives who interact directly with clients, customers, or the public;
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Team Leaders and Supervisors responsible for coaching service teams and reinforcing customer-first behaviors;
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Sales and Marketing Professionals who aim to align messaging with exceptional service delivery;
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Administrative and Support Staff whose internal service affects external customer satisfaction;
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HR and Training Personnel involved in cultivating a service-driven organizational culture;
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Operations Managers tasked with improving service processes and cross-functional collaboration; and
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Business Owners and Entrepreneurs who want to embed customer-centric excellence into their brand identity
Whether you serve customers face-to-face, over the phone, or behind the scenes, this session will equip you with the mindset, tools, and strategies to build a culture of consistent service excellence from the inside out.
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Claiming eCertificates
An eCertificate of Attendance will be awarded to participants who successfully completed the entire Virtual MasterClass.
Survey Online Questionnaire will be emailed after the e-Learning Event for participants to give feedback.
An eCertificate of Achievement will be emailed to the registered email address of the participants upon completion of the online Feedback Form.
Please ensure email address provided during registration is accurate or eCertificates may not be received.
Online Certificates will be available 3 to 5 working days after the e-Learning Event.
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GENEROUS PARTNERS AND SPONSORS
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FOR MORE INFORMATION,
EARLY REGISTRATION AND
SPONSORSHIP OPPORTUNITIES,
CALL US TODAY!
ARIVA Academy Philippines, Inc.
8832-9901 | 8835-9354
(GLOBE/VIBER) 0917-3257870
(SMART) 0919-6142598
(WhatsApp) 0917-3267870
Email: SuccessSeminars@Ariva.com.ph
REGISTER ONLINE
WWW.ARIVA.COM.PH
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Stay on top of our insights and updates!
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ARIVA! Academy Philippines, Inc.
Betterliving Subdivision Brgy. Don Bosco, Parañaque City, 1711
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Telephone: +632.8832-9901 | +632.8835-9354
Mobile: +63.917-325-7870
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