Customer Experience Training Program
Our two-day Customer Experience Training Program is designed to provide participants with a comprehensive understanding of the key principles and best practices in customer experience management. This interactive and engaging course with equip your team with the tools and techniques necessary to deliver exceptional customer experiences, leading to increased customer satisfaction, loyalty, and business growth.
Day 1: Building a Customer-Centric Foundation
Module 1: Understanding Customer Experience
- Introduction to customer experience and its importance
- Customer experience vs. customer service
- Key drivers of customer satisfaction and loyalty
Module 2: Creating a Customer-Centric Culture
- The role of leadership in fostering a customer-centric environment
- Employee engagement and its impact on customer experience
- Strategies for embedding customer-centric values throughout the organization
Module 3: Customer Journey Mapping
- Identifying customer touchpoints and moments of truth
- Creating customer personas and understanding their needs
- Developing a customer journey map to identify areas of improvement
Day 2: Enhancing the Customer Experience
Module 4: Effective Communication and Listening Skills
- Verbal and non-verbal communication techniques
- Active listening and empathy in customer interactions
- Handling difficult conversations and resolving conflicts
Module 5: Service Recovery and Complaint Handling
- The importance of effective complaint handling
- Steps for successful service recovery
