Description
Course Overview
How can you get everyone in your organisation – especially those who seem insulated from the customer to finally see how their actions affect customers and then to care deeply about improving? Our 3-day Customer Experience (CX) Workshop is highly interactive and gives you the tools to dramatically transform your employee’s perception and relate to the customer.
Participants will leave the workshop with skill, experience, and a strong commitment toward delighting the customer. The program gives opportunity to your employees from different functions (Marketing, Finance, Production, Quality Assurance, Engineering, HR, Supply Chain, Sales, and IT) to co-creatively articulate and develop a customer-obsession culture through a deep understanding of your Value Proposition
Course Objectives
Understanding Customer Experience (CX): Gain a comprehensive understanding of what CX entails, its significance, and its Impact on business success.
Data-driven Insights: Learn how to gather and leverage customer data to make informed decisions and enhance the overall customer experience.
Omni channel Experience: Explore strategies for delivering a consistent and seamless customer experience across various touch points and channels.
Customer Journey Mapping: Learn how to create and analyze customer journey maps to identify pain points and opportunities for improvement.
Feedback and Voice of the Customer (VoC): Understand how to collect, analyze, and act upon customer feedback to drive CX improvements.
Service Excellence: Develop techniques for delivering exceptional customer service that exceeds expectations.
Crisis Management: Learn how to effectively handle and recover from CX-related crises, maintaining customer trust.
Ethical Considerations: Examine the ethical aspects of CX management and ensure that customer interactions adhere to ethical standards.
Learning Outcome
Upon completion of this course, participants will have:
- A transformed attitude towards the delivery of customer-centric services
- Deep understanding of the VOC and ability to empathies with customers proactively.
- Better handling of demanding customers
- Organisation achievement of a long-lasting improvement in customer satisfaction metrics
- Reduction in customer complaints.
- Increased profit and customer goodwill.
- Improved employee morale and job satisfaction.
