Training Programs - Customer Experience

Customer Experience

Help your teams design end-to-end customer journeys, move beyond basic service, and build a culture that puts the customer at the centre of the business.

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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

  • 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 Touchpoints 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 Prioritize and Be Productive
  • Anticipatory Services
  • Customer Experience Game and Simulation

HNI Partners

Our Partners

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our commitment to excellence and growth.