Learning Series: Human Centered Service at Wilcon
Course
Christian Jerico Zerrudo
This learning series focuses on building service excellence through awareness, ownership, and action. Employees begin by learning to pause and observe customer needs, then take initiative and responsibility during interactions, and finally apply small, consistent actions to improve service every day. Each module builds on the previous one, guiding employees from understanding the customer perspective to delivering meaningful and reliable service. By developing simple habits and staying consistent, employees can create positive customer experiences even in busy situations. Overall, the course empowers employees to make a lasting impact through everyday actions on the sales floor.
Here is the course outline:
1. Pause & SeeThis module focuses on building awareness on the sales floor. Employees learn to pause and observe their surroundings to better understand customer needs and behavior. It emphasizes seeing the interaction from the customer's perspective and recognizing how small moments shape their experience. By paying attention to cues like body language and hesitation, employees can respond more effectively. Developing this habit of awareness helps create better first impressions and more positive customer interactions. 3 sections
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2. Step Up & Own ItThis module focuses on taking initiative and ownership during customer interactions. Employees learn that every action they take can influence the customer's experience. It highlights the importance of stepping up, asking the right questions, and guiding customers clearly and confidently. Ownership means going beyond basic tasks and making sure customers feel supported and valued. 3 sections
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3. Make Service Better EverydayThis module focuses on turning awareness and ownership into action. Employees learn that small, consistent actions can improve customer experience over time. It introduces the idea of focusing on one simple action per interaction to build habits. Through repetition, these actions become natural and help maintain quality service even during busy moments. By practicing daily improvements, employees contribute to a more reliable and positive customer experience. 3 sections
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4. We want to hear from you!Learning Management System — NPS 1 section
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