You want to improve customer loyalty? First, win the hearts of the people serving your customers. More than 70% of what makes a customer experience great is based on the behavior of frontline employees. If they are enthusiastic promoters of your organization, your customers are a lot more likely to be promoters, too. Employees must feel like valued members of a winning team pursuing an important mission. It takes a leader to inspire and lead them to accomplish this.

Leading Customer Loyalty is a one-day work session for front-line managers to learn the principles and practices needed to win the hearts of both employees and customers. Managers will leave with a clear understanding of how to model, teach, and reinforce empathy, responsibility, and generosity through six essential practices:

  • Making a human connection
  • Listening to learn
  • Discovering the real job to be done
  • Following up to strengthen the relationship
  • Sharing information openly to help everyone win
  • Surprising with unexpected extras



  • 进行人际沟通
  • 闻弦知意
  • 发现真正要做的事
  • 进行巩固关系的随访
  • 坦诚地分享信息,帮助每一个人取得成功
  • 额外惊喜

Session Outline

Through this one-day training, you will learn how to:

  • Make genuine human connections
  • Listen and communicate with empathy
  • Discover the real "job to be done" for customers and employees
  • Follow up to learn how to improve and resolve concerns 
  • Give and receive feedback that builds people up
  • Inspire the team to share their best thinking and ideas
  • Run effective loyalty team huddles


  • 进行真诚的人际沟通
  • 运用移情进行倾听和沟通
  • 发现真正需要为客户和员工"做的事"
  • 跟进学习如何改善和解决问题
  • 提供并接收鼓舞人心的反馈
  • 激励团队分享最佳的思维和方法
  • 开展有效的忠诚度团队聚商 
Who should attend?
  • Training Directors/Managers and HR Directors/Managers
  • Line Managers
  • 企业的人力资源总监/经理或培训发展总监/经理
  • 一线经理


08:45 Registration & Networking
09:00 Morning Session
10:30 Morning Session Coffee Break
10:45 Morning Session
12:00 Lunch
13:00 Afternoon Session
15:30 Afternoon Session Coffee Break
15:45 Afternoon Session
17:00 Session Ends

Refreshments will be served during the coffee break for the attendees. Lunch at a nearby restaurant is also included with the ticket price.



A prepayment is required when choosing 'Members only price' or 'Standard Price'.

Member Ticket
會員價格 ¥2,900
Member Company Employee Ticket
Non-Member Ticket


  • All registrations shall be made online before the session. For full-day sessions, payment also shall be made before the session.
  • For half-day sessions, AmCham Shanghai members are eligible to attend free of charge with Training Credit*; AmCham Shanghai members without Training Credit are eligible to attend at “Member Rate”; Employees who work at AmCham Shanghai member companies are eligible to attend at "Employee Rate".
  • For full-day sessions, AmCham Shanghai members are eligible to attend at “Member Rate”; Employees who work at AmCham Shanghai member companies are eligible to attend at “Employee Rate”; Non-members are eligible to attend at “Non-Member Rate”.
  • Limited spaces are available and attendance will be given on a first-come, first-served basis.
  • Members please bring your membership card and non-members bring your business card upon check-in at the training session.
Walk-in and Cancellation Policy
  • This session requires confirmation of attendance in advance. If you attend this session without prior registration, you will be charged an RMB50 "walk-in" fee as member and RMB100 as employee.
  • Cancellation: If you need to cancel your registration for a half-day session, please notify Ivette Corominas at (86 21) 6279 7119 ext. 5671 or email ivette.corominas@amcham-shanghai.org no less than 24 hours in advance. If you need to cancel your registration for a full-day session, please notify Ivette Corominas at least two weeks prior to the session for a full refund. Cancellation made within two weeks before the session will not be refundable.
  • To ensure that you have a seat, please come to the session on time. Open seats will be released to other guests 15 minutes after the session starts.