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

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