CUSTOMER EXPERIENCE MANAGEMENT – THINK LIKE A CUSTOMER

Customer Experience is about looking at your business processes from your customer’s perspective. We encourage our learners to be a customer and share their experience, to feel like a customer and experience different emotions, to walk the journey of a complaint and to create a new journey to exceed expectations. 

This 6 month internship programme offered in partnership with Customer Experience experts Delight Consulting, is a comprehensive course designed to shift your mindset and own your customer’s experiences. It includes brand behaviour, customer journey mapping, customer complaints, customer emotions and customer measures.

  • Includes theoretical, activity-based learning with role playing and practical assignments
  • The benefit of this internship as part of your B-BBEE skills development requirements is your employees are required to not only learn the theory and skill but also apply the learnings in their workplace and make improvements with the help of a coach who mentors and assesses them.
  • This internship is classified as a Category B training programme on the B-BBEE skills matrix.

• Describe the Customer Experience model
• Identify why Customer Experience is important
• Understand Customer Experience metrics
• Understand Customer Journey mapping
• Collect and interpret customer feedback
• Identify key elements of Customer Journey mapping
• Identify the role of employee engagement
• Identify the role of emotions
• Understand different roles in Customer Experience

• 6 month Internship programme (Includes Internship contract)
• 4 days of classroom training
• Practical workplace assignment
• Online coaching (skype)
• Online exam
• International accreditation
• International certification

Advanced Certification (Level 4):

Attend classroom training, pass all assignments and complete one workplace improvement project

What is an Internship?

The B-BBEE codes have changed and require employers to put existing employees on internships. The status of their employment contract does not change but they are now also signing an internship contract to become an intern for a new skill such as learning and implementing Lean in the workplace.

The benefit of these internships is that your employees are required to not only learn the theory and skill but also apply the learnings in their workplace and make improvements with the help of a coach who mentors and assesses them.

Highlights of an Internship:

The learners have a richer learning experience with the practical application in the workplace
The coaching becomes part of the training vehicle
The organisation benefits from the improvements
The learners’ salaries count for the duration of the internship towards B-BBEE training and skills development spend.

ARE YOU LOOKING FOR ON-SITE GROUP TRAINING OR ARE YOU ENQUIRING AS AN INDIVIDUAL?

INDIVIDUAL TRAINING

GROUP ON-SITE TRAINING

GROUP ON-SITE TRAINING

Designed with the adult learner in mind, all our training programmes are filled with engaging and fun activities. We use our client’s training rooms for on-site training which is a cost effective and convenient solution. We train groups of a minimum of 10 to a maximum of 20 people

OUR FACILITATORS IN ACTION

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