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
- Defining customer experience
- Busting myths about customer experience
- Customer experience vs customer service
- Your experience as a customer
- CX competencies & mindset
- Self control
- CX top down
- CX empowerment tools
- Internal vs external customers
- The compass model
- Customer personas
- Customer journey mapping
- Different types of customers
- From touch points to end to end journeys
- Different journeys explained
- Creating a customer journey map
Attributes of customer experience heroes
- Building trust & empathy
- Agility and adaptability
- Effective communication skills
- Problem solving
- Customer service skills assessment
- Customer service cycle
- B2C vs B2B customer experience etiquette
- Customer complaint resolution
- Time management techniques to priorities and be productive
- Anticipatory services
- Customer experience game and simulation
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