CUSTOMER EXPERIENCE MANAGEMENT

An unhappy customer is able to share their negative experience with hundreds and thousands of people. One cannot afford to be complacent. We provide both training and consulting services to help you grow your customer base, increase your loyalty and exceed customer expectations by helping you recognise the role of emotions, behaviours and understand different customer personalities. You will learn how to identify if a customer complaint is linked to a process, system or people issue. You will also recognise moments of magic and moments of pain by creating a customer journey map and identify key customer touch points.

OUR CEM PROGRAMMES
We provide a range of programmes depending on your needs. From working with your senior leadership team to helping your managers and customer facing employees to learn to see a business process through their customer glasses.  We partner with CEM experts, Delight Consulting to provide innovative customer experience training programmes. 

WORKSHOPS


For Leaders and team members

We provide 1-2 day workshops depending on your needs.

Topics:

    • Customer profiles
    • Voice of the customer
    • Customer Journey mapping

THE CEM INTERNSHIP


For Managers

TLC has partnered with Delight Consulting to provide Customer Experience training and coaching for our internship programme. This 6 month internship is classified as a category B training programme under the skills matrix. The learners’ salaries will count towards your total skills development spend.

 

CONSULTING


For Leaders and team members

We provide consulting services to create a gap analysis based on key CX measures for your company and we coach team members using the customer experience model

 

 

STRATEGY

Our strategy solutions 

Purpose-Led Leadership

People Strategy

Change Management

Deployment Strategy