Customer Service Experience CSE Course in Customer Experience and Relationship Management

Overview
Course Outline
Scheduled Dates

Course Overview

How your customers experience your company is critical to your brand. Poor customer experiences can have catastrophic effects on brand in a very short space of time. Positive ones, on the other hand, reinforce and strengthen your brand. Delivering a valuable and differentiated experience for customers is essential to any organisation's strategy for growth and business survival.

This highly interactive course provides delegates with a methodology for designing and delivering a customer experience which positively reflects their brand and increases business from both new and existing customers. From strategy through to implementation and evalutation, delegates will learn how to create a deliberate and consistent customer experience which increases retention, generates positive word of mouth and builds customer loyalty.

Delegates will leave the course with clear action plans for creating an internal service culture focussed on delivering seamless customer experiences which support the brand and generate positive business outcomes.

Objective:

By the end of this interactive training programme, you will be able to:

Identify the elements of an effective customer experience strategy
Strengthen customer loyalty through differentiated experiences
Select effective techniques for bringing the voice of the customer into your organisation
Map your customer journeys
Encourage a service culture
Develop an action plan to create seamless customer experiences

Course Outline

Module 1 - Introduction to Customer Experience

'Ow!' or 'Wow!'?
World Class Customer Experience
Service from the customer’s perspective
Magic Moments

Module 2 - What do You Want Your Customer to Experience?

What is your current strategy?
How do customers currently experience your brand?
How does the 'customer experience' align with business goals?
Understanding the impact of the experience on customer retention and loyalty.

Module 3 - Managing Customer Expectations

What is it that customers ultimately want?
What do customers expect to get now and in the future?
What do customers expect before or after making a purchase?
What factors influence purchase decisions and how can you take advantage of these factors to improve the customer experience?

Module 4 - Designing your customer experience

Defining your Customer Experience Statement (CES)
Customer journey mapping
The Six Pillar model
The Disney 6 step theme park experience process.

Module 5 - Ongoing Customer Experience Management

Listen to your customers (VoC)
Handling customer complaints in the digital age
Tools for measuring and reporting results
Building a Service Culture
Creating customer ‘love’ for your brand
Creating your service manifesto.

Module 6 - Seamless Customer Experience

Multi-channel experience
Best practice case study: APPLE
Customer engagement strategies
Customer touch-points and communication
Practical case study
Personal Action Plan

Schedule & Fees

3 For 2Offer

Get the most out of group training with our special discount! Register 3 of your participants together on the same course and only pay for 2.

Select Month

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May
August
November
December

Location

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Amsterdam
Dubai
London

Customer Experience and Relationship Management

London

$4,900

Duration: 20 CPD hours (5Days)

date: 06 - 10 May 2024

Customer Experience and Relationship Management

Amsterdam

$5,300

Duration: 20 CPD hours (5Days)

date: 13 - 17 May 2024

Customer Experience and Relationship Management

Amsterdam

$5,300

Duration: 20 CPD hours (5Days)

date: 19 - 23 Aug 2024

Customer Experience and Relationship Management

Dubai

$4,900

Duration: 20 CPD hours (5Days)

date: 25 - 29 Nov 2024

Customer Experience and Relationship Management

London

$4,900

Duration: 20 CPD hours (5Days)

date: 16 - 20 Dec 2024

Customer Experience and Relationship Management

Customer Experience Excellence

Duration:5 Days (20 CPD hours)

date:06 - 10 May 2024

London

$4,900

CPD Standards

Employees of professional or formally regulated bodies are generally expected to have CPD accredited training. This type of accreditation ensures that the training is knowledgeable, informed and constantly updated. It ensures our standards as a company are kept high and consistent.

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Why Choose London Training For Excellence?

Reliability

We will never cancel a confirmed booking
Support

We offer around the clock support
Tailored

We customise our courses to suit your personal learning needs
Quality

Our courses are delivered by highly experienced industry experts
Recognition

All our courses are accredited by the CPD Standards Agency

Frequently Asked Questions

How can training courses be used as a company benefit?

Training is hugely beneficial to both yourself and your company. It enables you to employ new technologies, increases your productivity and enables you to be more autonomous. Have a look here at our infographic on the importance of training and development!

How often do you update your course content to ensure relevancy?

Our course content is constantly reviewed and updated to ensure we stay up to date with all the latest trends. After every course is completed we review the feedback and improve the material where necessary.

Do you keep your classroom environment and instructional methodologies current with today’s real-world workplace?

Yes, we focus our training on ‘real-world’ scenarios and our trainers are all highly experienced and skilled in their relevant fields.

Are your courses eligible for professional certification?

Yes, we offer certification with all our courses, every course is entitled to CPD (Continuous Professional Development) hours which you can put towards your professional portfolio.

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