CUSTOMER EXPERIENCE MANAGEMENT INTERNSHIP

The Customer Experience Management Internship is a 6 month programme. This internship is aimed at teaching key skills around Customer Experience Management. Learn from current examples in the industry and practice in your own environment to understand the top 10 secrets of Customer Experience Management. 

NQF Level 6

Category B Internship under the skills matrix

Duration 6 months

Continuing Education Units (CEU’s) 6 CEU’s

B-BBEE Level 2

>51% Black  owned

>QSE

Level 4 certification (IACET)

  • Theory
  • Exam
  • Practical workplace project

Internationally Accredited through IACET

IACET #: 5451580

Click to download brochure CEM Internship Brochure

INTERNSHIP INCLUDES


• 4 days of training over a period of 4 months
• Practical workplace assignment
• Online coaching (Skype)
• Online exam
• Final assignment and presentation
• Practical workplace project
• International accreditation

A Certificate will only be issued on completion of both the theoretical knowledge and practical workplace application project. At the end of the agreed upon time, the Intern will submit a project that will be due at the end of 6 months.

KEY OUTCOMES


• Identify the importance of Customer Experience
• Identify the role of behaviors in Customer Experience
• Consider the role of emotions
• Consider the role of customer personalities
• Demonstrate the ability to solve customer complaints
• Describe your role in employee engagement
• Critically assess customer feedback
• Understand your role in changing Customer Experience


• Review your own personal customer experiences
• Create your Customer Journey Map
• Role-play customer examples
• Identify solutions to your customer journey problems
• Individual coaching sessions
• Presentation skills

Complete all deliverables and workplace application

BENEFITS OF THE INTERNSHIP

Develop a customer journey map

Identify moments of truth

Use customer experience metrics for decision making 

Recognise the voice of your customer (VOC)

Identify the role of emotions

Review best practices in your own environment

 

In partnership with Delight Consulting

Delight Consulting

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