CREATE THE BEST EXPERIENCE FOR YOUR CUSTOMERS

This course will encourage you to understand the importance of Customer Experience, the environment in which it takes place and the influence it has on day-to-day operations. Focus is placed on giving you an opportunity to explore and implement the Customer Experience model through your own personal experiences within your company and as a customer yourself.

Customer Experience has been identified as the next competitive battleground. In an ever-changing world where customers have the ability to research products, shop around the world and share their views with hundreds and thousands of other people, one cannot afford to be complacent. Identifying your customers as well as understanding their needs will set you apart from your competitors.

We are involved in our own personal customer experiences daily. The way in which we are treated and the ease of doing business are key influences for us when recommending a company or making a repeat purchase.
Our Customer Experience Management programme will help you to look at your business processes from your customers’ perspective, identify problematic areas using Customer Experience measures and enable you to enhance your customers’ experience by placing them at the core of your business. You will practice the tools in your own workplace and share examples in the training.


• Describe the Customer Experience model
• Identify characteristics of today’s customer
• Recognise the importance of understanding your Customers’ experience
• Identify who your Customers are (Internal and External)
• Describe the Customer Experience Model (Process, Systems, Metrics, People)
• Create a Customer Journey Map for your business
• Create a proposed action plan to present to your management team


• 2 day workshop or 4 x ½ day workshops
• Practical workplace assignment
• International certification

Basic Certification (Level 2):

Attend classroom training, and complete one workplace project

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

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