Service Excellence - Our Programmes | Manaf Gardner Associates

An MGA Training Programme

Service Excellence

Building Exceptional Customer Journeys for loyalty and growth

BY Joel Kornreich

Former Banking CEO

MyCo ID

202501012329

Programme ID

10001651200

Dates

Tuesday, 31 March 2026

Time

9:00 am – 5:00 pm

Venue

Q Sentral, Kuala Lumpur

Fee

RM 1,750

per person

The cost of the programme includes lunch and other refreshments, as well as programme materials for one participant. It is not inclusive of any applicable taxes.

This programme can be delivered in-house for your organisation.If you would like to discuss further on having this in-house and/or have any questions about the programme, please contact us at info@manafgardner.com or +603-3001 0326.

This one-day programme equips Service Practitioners with the mindset and tools to design customer journeys that truly elevate client experience. Participants will gain a clear, practical understanding of how every touch point influence loyalty, satisfaction, and overall brand perception.

Through a structured and easy-to-apply framework, this programme guides participants to assess current customer journeys, identify experience gaps, and redesign interactions for higher impact and consistency. They will learn how to translate to customer insights and feedback into meaningful improvements that strengthen relationships and enhance service quality.

This programme also places modern AI advancements in the right context which shows how they can be integrated thoughtfully to create smoother experiences, improve loyalty and repeat business, while empowering client-facing teams to serve with confidence and precision.

By the end of this programme, participants will be able to build customer journeys that are purposeful, effective, and aligned with what clients value most - driving stronger outcomes for both the organisation and its people.

Programme Outcomes

By the end of this programme, participants should be able to:

Define the Concept of Customer Service

Understand the core principles that shape excellent client interactions
Recognise how customer service influences brand trust and loyalty
Identify key behaviours that differentiate good service from great service

Measure Service Excellence

Use practical tools and metrics to evaluate service quality
Analyse touchpoints to detect gaps in consistency and performance
Interpret customer feedback to gauge satisfaction and experience levels

Develop Customer Journeys

Map customer touchpoints to visualise the full-service experience
Identify friction points and opportunities for improvement
Design seamless, engaging journeys that lead to better client outcomes

Continuously Improve Customer Journeys

Apply feedback loops to strengthen each stage of the customer journey
Implement small but impactful adjustments for ongoing enhancement
Align journey improvements with organisational goals and customer needs

Learning Methodology

The programme will feature trainer-led presentations and practical case studies, alongside hands-on workshopping of customer journey design to support real-world application. Participants will engage in break-out discussions and peer collaboration to deepen insight and share best practices. Throughout the programme, attendees will apply each concept directly to their own workplace challenges, ensuring relevance, clarity, and immediate practical value

Participant Profile

The programme is tailored for a wide range of service practitioners- covering sales and service teams, their supervisors, and marketing and business leaders responsible for shaping customer experience

Programme Faculty

Joel Kornreich

View Bio

Joel Kornreich

Former Banking CEO

Joel Kornreich is a senior banking executive with over 30 years’ experience in consumer and commercial banking in Europe, US and Asia, heading several consumer banking franchises of Citi, and more recently, serving for 8 years of CEO of Alliance Banking Group in Malaysia. He also served as a Director of Citi International Plc, Chairman of Citi Belgium and Chairman of ASEAN Finance Corp in Singapore

His career focus is business transformation and restructuring, digital development and sales and service culture implementation, based on maximising Net Promoter Scores at all customer touchpoints and simplifying client experience. Alliance Banking Group achieved the second overall NPS at the end of his tenure.

Joel holds a Master of Science in Business Engineering, Magna Cum Laude, from the Solvay Business School of Brussels. He is currently an accredited HRD Corp Trainer. Joel is an alumnus of the Judge Cambridge University Business School.