Customer Centric

After the program, the participants will be able to:
 review what customer service is all about
 learn how to impact customer service by being customer
 achieve customer centricity by caring for customers
 learn about positive phraseology and apply it to customer
service behavior

Course Fee

PhP 8288.00

Who Should Attend?

Course Outline


Facilitators & Technical Speakers

Day 1

I. Introduction

II. Getting-to-know-you Activity

III. Expectation Setting

IV. Training House Rules

V. Course Objectives

VI. Customer Service

  a. What is customer service?

  b. Customer Centric Model

  c. Activity

  d. Customer Needs

VII. Practice


Day 2

I. Review / recap of Day 1 topics

II. Assessment (Recitation or Written Assessment)

III. Positive Phraseology

  a. What is Positive Phraseology

  b. Exercises

IV. Techniques of Positive Phraseology

  a. Exercises

V. Practices

VI. Post course Evaluation


January 13 2020

February 10 2020

March 11 2020

April 8 2020

May 13 2020

June 10 2020

July 8 2020

August 11 2020

September 9 2020

October 20 2020

November 11 2020

December 9 2020


Katherine G. dela Paz PhRN

Katherine G. dela Paz is a registered nurse since 2007, but due to
limited opportunities working as a nurse, she was given the
wonderful opportunity to share her knowledge and skills in training
center instead. She was molded as an educator who handled not
only medical-related courses but also personality development:
that aimed to increase ones self-worth and dignity.
Her competence has been demonstrated to various companies like
Asia Pacific Caregiver and Healthcare Training Center—worked as
the Coordinator and a Trainer for 7 years, she also shared her
expertise in different BPO centers as support: STREAM GLOBAL,
SYKES, Asia Inc., TELUS International Philippines—as a Learning
Services Specialist and as Operations Team Lead. At the moment,
she is the Training Center Manager at one of the prestigious
training centers in the city—PAMAV Training Institute and
Technology Center Incorporated.