This Short Course on Customer Experience Management is designed to equip participants with practical skills to manage and enhance customer experience. Focusing on key aspects such as customer journey mapping, effective communication, and service consistency, this course helps individuals understand and meet client needs at every interaction.

Participants will learn about measuring customer satisfaction, gathering insights, and developing actionable plans to improve customer experience. With a streamlined approach to CX, participants will be ready to make meaningful improvements that foster customer loyalty and satisfaction.

Objectives

• To understand the fundamentals of customer experience management.
• To learn techniques for mapping and analyzing the customer journey.
• To build communication skills focused on enhancing client interactions.
• To measure and interpret customer satisfaction data.
• To create a basic action plan for improving customer experience.

Target Group

• Customer service representatives and frontline staff
• New managers responsible for customer experience initiatives
• Marketing and client relations professionals
• Individuals looking to improve their understanding of CX management

• Introduction to Customer Experience (CX) Management

  • Definition and importance of customer experience in modern business
  • Overview of the customer journey and touchpoints
  • Key principles of customer-centric management

• Understanding and Mapping the Customer Journey

  • Identifying customer pain points and moments of delight
  • Techniques for mapping the end-to-end customer journey
  • Tools for gathering customer feedback and insights

• Building Customer-Centric Communication Skills

  • Essential communication techniques for enhancing client interactions
  • Adapting communication to meet diverse customer needs
  • Handling feedback, complaints, and service recovery with empathy

• Service Excellence and Consistency

  • Importance of consistent service delivery across all touchpoints
  • Setting standards for service excellence within the team
  • Role of frontline employees in shaping customer perceptions

• Measuring Customer Satisfaction and Experience

  • Introduction to customer satisfaction metrics (e.g., NPS, CSAT)
  • Using feedback and data to drive improvements
  • Techniques for interpreting data and taking action

• Developing a CX Improvement Plan

  • Identifying key areas for improvement within your organization
  • Setting short-term and long-term CX goals
  • Creating a customer experience action plan for sustained success