A module content summary for our new customer experience training suite

Developed by leading subject matter experts, the bite-sized, video based modules in this new suite provide valuable insights into what excellent customer service should look like. Addressing the practicalities and skills required for an effective customer experience, brought to life in case studies and interactive activities, with take-away tips and tools, this suite of modules will enable the implementation of a strategy to ensure that exceptional customer experience is at the cornerstone of your organisation.

MODULE DETAILS

Foundations of Customer Experience: Explores the importance of customer experience and why having a customer experience focused organisation will lead to positive business performance.

Ways of Communicating with Customers: Explains the ways in which communication can enhance the end-to-end customer experience, but also considers the damage that can be done when organisations get communication wrong.

Building Relationships with Customers: Looks at the importance of anticipating customer’s needs to build positive relationships with them. Also explores different types of customers and strategies for building better relationships with them.

Creating Customer Advocates: Considers the power that customer advocates can have on an organisation and the steps that can be taken to develop customer advocacy.

The Customer Promise and Customer Journey: Explores the importance of developing a customer promise by highlighting why a commitment to customers helps to outline an organisation’s customer centric culture.

Measuring Customer Experience: Explains how to measure the end-to-end customer experience.

Customer Complaints: Considers how to turn negative into positive and deal with a difficult customer and explores the difference between feedback and complaints as well as offering best practices for approaching customer complaints.

Building a Customer Centric Culture: Looks at the importance of creating a customer-centric culture and explores how to foster the right culture that puts the customer at the centre of everything you do.

Technology and Innovation: Focuses on how customer intelligence can help create the right customer experience. The course also explores the key tech tools used to deliver customer experience and how to innovate through technology.

Brand Reputation: Explains the impact of customer experience on brand reputation and provides practical tips on creating brand trust. The course also explores what drives and how to boost brand reputation.

Caring for vulnerable Customers: Explores how to identify a vulnerable customer and how to consider making the appropriate allowances for their specific needs.

These modules are available for hosting on your own LMS or on an organisationally customised eAlliance learning portal.

Get more information about this suite of courses or book a free course trial

Find out more about the importance of customer experience training for business success

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