Customer
Experience(CX)
Customer Experience (CX) refers to the overall perception and interaction a customer has with a brand throughout their journey. It encompasses every touchpoint, from initial awareness to post-purchase support. A positive CX fosters customer loyalty, encourages repeat business, and enhances brand reputation. Businesses can improve CX by understanding customer needs, personalizing interactions, and ensuring seamless service across channels. Ultimately, prioritizing customer experience leads to greater satisfaction, driving long-term success and competitive advantage in the marketplace.
Course Details
cOURSE
outline
This interactive one day course outlines the crucial elements to consider when building a customer centric organisation, creating strong lasting brand-customer relationships and devise customer journey strategy. Learn how to promote the brand, handle complaints and difficult situations so as to attain customer delight through world class services.​
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Matching Service & Excellence
LEARNING OUTCOMES
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Identify and assess customer expectations and preferences to drive customer retention and loyalty.
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Understand the key principles of World Class Customer Centric Organisations.
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Enhance negotiating and communication skills.
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Map customer journeys to optimize experiences at each stage.
TARGET
AUDIENCE
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Leaders, managers, supervisors, team leaders.
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Front line customer service representatives and agents.
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Anyone interested in pursuing a career in sales, marketing, and customer service.
course
details
Duration: 7 Hours
Delivery: Face to Face
Format: Theory/Practical
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MQA APPROVED
Customer Experience
of consumers believe businesses should use the data they collect about them to personalize their experiences.
(Zendesk CX Trends Report 2023)