About The Events

JOIN OUR LIVE, FACE-TO-FACE WORKSHOP!

Customer service is not just about delivering what’s asked and resolving what’s wrong; it’s about shaping the customer’s entire journey. Every touchpoint either builds loyalty or quietly drives people away. When your team knows how to communicate clearly, respond with empathy, and deliver consistency, you turn ordinary transactions into memorable experiences. This module will equip your frontliners with best practices and modern tactics on excelling what truly customer service is in a digital, AI-driven world.

MODULE OUTLINE:

Part 1 — Customer Service – The “hidden” portion of what customers pay for 
• Refresher: Emotional loyalty vs. functional loyalty: customers don’t remember your product, they remember how
you made them feel.
• Micro-behaviors that build loyalty: What do customers look for in their experience?
• ssentials of Customer Service: Words, Body Language, Service, Respect, Initiative

Part 2 — What Keeps Customers Coming Back
• The 3 Elements of Repeat Purchase: Speed, Quality, Expectations
• Case Studies on Delighting Customers from identified brands

Part 3 – Make Every Customer Feel Seen
•Why personalization matters
•Remembering preferences, using names, and closing loops.
•Building trust through consistency

Part 4 — The Art of Turning First-Time Buyers into Lifelong Fans
• The difference between satisfaction and delight
• “The Extra Two Percent” rule: tiny, repeatable gestures that create emotional stickiness
• Designing memorable moments that customers want to talk about

Part 5: Handling Objections and Complaints
• The 4-Point Technique for Addressing complaints
• The Art of Saying Sorry: best practices on how to make it up to the customer
• Winning Back Techniques: Is it worth “gifting” a customer to say sorry?
• Should I challenge the customer?: Criteria and Tactics

Part 6: Executing “Tough Love”: How to say no to customer when you need to
• Why do we struggle saying “No”?
• 4 Key Dimensions of Rejecting and Declining a request: Time, Context, Environment,
Why
• Best Practice Tactics in declining (Dealing with A Soft Yes, Overcoming Technique,
Replacement Technique, etc.

Part 7: Case Studies and Sample Best Practices of Companies/Brands in Managing
Difficult Customer Concerns
• Managing customers’ issue that went viral
• Managing a customer that makes a scene instore
• Managing a customer that documented your CSR’s response

Please also read our FAQs HERE to help you better understand the terms and conditions of the events.

Participants will get the following:
☑ Half-day of coaching & case simulations with Jonathan Yabut (approximately 3.5 hrs)
☑ Digital Certificate of participation

Seats are limited to 50 participants only.

Looking for other topics? We got more workshops on public speaking, business writing, and social media marketing too! Visit: www.jonyabut.com/talks for more details.

Planning to attend next month’s session instead? We only announce the next session 30 days prior to the next pending Jonathan’s availability. Please bookmark this website and check it regularly for updates.

Got more questions? E-mail us: jonathanyabut@jycvasia.com\

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Venue: The Canvas, 2F YMC Building, Chino Roces Avenue, Makati

Landmarks: Look for a building with the signage, “MOTOMARKET.” YMC Building is a white building adjacent to Sonja’s Cupcake. Take the stairs to 2F and look for the signage “The Canvas”

MRT Access: MRT-3 Boni Station (Northbound). Alight from Alphaland and walk for 10-15 minutes facing Lawton Avenue. You pass by Toyota Pasong Tamo branch and the Mead Johnson Office along the way.

Use “Motomarket Makati” as your Grab or Angkas pin. Google Maps Link here.