Description
This customer experience course will ensure delegates understand the fundamental approaches to customer experience, and through useful, practical examples, will be able to identify the best strategies to employ.
We will look at customer experience mainly from the customer’s point of view, and the impact internal responses and behaviours might have. We will use various response models to ensure that delegates feel equipped and have every tool to ensure that they can start impacting customer experience as soon as they leave the session.
The practical elements will be mapping out the customer journey, looking at where we can impact and influence and will also include role play as well as case studies.
What you will learn
- Identify what “Quality Customer Experience” means and how we can define it.
- Identify the customer journey and look how and where we can make proactive impacts
- Explore strategies to ensure every contact, and every impact is positive
- Create contingencies to turn a negative experience to a positive experience.
- Ensure customer monitoring and retention is in place
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