Customer Experience
In-Person/Online
2 Days
English/Arabic
Learning Objectives
Describe what customer experience is in the modern era. Differentiate customer experience from customer service. Identify the rising importance of offering end-to-end journeys. Design customer personas whether internally and externally. Acquire empowering mindset tools to spread customer-oriented culture in the business. Demonstrate the characteristics of the modern customer-oriented employee. Demonstrate the skills needed to deal with different types of customers in terms of building long term relationships. Use different tools to complaints and transform challenges into opportunities.
In Person/Online 2 Days
English/Arabic
Learning Objectives
Describe what customer experience is in the modern era. Differentiate customer experience from customer service. Identify the rising importance of offering end-to-end journeys. Design customer personas whether internally and externally. Acquire empowering mindset tools to spread customer-oriented culture in the business. Demonstrate the characteristics of the modern customer-oriented employee. Demonstrate the skills needed to deal with different types of customers in terms of building long term relationships. Use different tools to complaints and transform challenges into opportunities.
Modules
Module 1: Customer Experience Aspirations
- Defining customer experience
- Busting myths about customer experience
- Customer experience vs customer service
- Your experience as a customer
Module 2: CX Mindset - Who am I?
- CX competencies & mindset
- Self control
- CX top down
- CX empowerment tools
Module 3: Customer Awareness - Who are my customers?
- Internal vs external customers
- The compass model
- Customer personas
- Customer journey mapping
- Different types of customers
Module 4: Customer Journey
- From touch points to end to end journeys
- Different journeys explained
- Creating a customer journey map
Module 5: Customer Experience Skill Set
Attributes of customer experience heroes
- Building trust & empathy
- Agility and adaptability
- Effective communication skills
- Problem solving
- Customer service skills assessment
- Customer service cycle
Module 6: Managing the Relationship with Customers
- B2C vs B2B customer experience etiquette
- Customer complaint resolution
- Time management techniques to priorities and be productive
- Anticipatory services
Module 7: Customer Experience Toolkit
- Customer experience game and simulation
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