Crafting Exceptional Customer Experiences
Mastering Service Excellence

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المخرجات الرئيسية

LEORON - Professional Development Institute
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LEORON is the leading corporate training and EdTech company in the EMEA region, with the most comprehensive learning and development solutions in all strategic corporate functions, including Corporate Finance, HR, Procurement and SCM, Technology, Quality, Operations and Engineering. Through instructor-led sessions, in-company training, and coaching, our faculty of experts deliver over 1200+ programs annually, while 25,000+ professionals are equipped with up-to-date relevant education and the latest tech solutions across the EMEA region.We help our valued clients with a wide range of services, including Training Needs Analysis, Competency Development and Assessment, and custom-built e-Learning solutions that cater to specific industries and knowledge areas.LEORON mission remains boosting competitiveness of our clients worldwide through continuous learning, while we strive to achieve our vision of becoming the best quality corporate training and EdTech Company in the EMEA and the world.Whether our clients are facing difficulties re-organising their brand, equipping their workforce with an extra set of skills or aiming to assess competencies within an existing structure, our development planning is a great solution.LEORON’s mission is to help our worldwide clients boost their competitiveness by improving the competency levels of their employees, through top quality training and development solutions delivered by unrivaled global experts and facilitated by the best training managers in the industry.

محتوى الدورة التدريبية

Day 1: Understanding Customer Experience Fundamentals
Session 1: Introduction to Customer Experience (CX)
Definition and significance of CX in today's business landscape The impact of CX on brand perception and customer loyalty Trends and best practices in CX management
The Customer Service Experience
What is great customer service? What mindset do we need to adopt? Who can we learn from? What experience do we want to create? How do we perform? What do we do well? How do others do? What do customers value? How do they perceive us?
Session 3: Designing Personalized Experiences
Importance of personalization in enhancing CX Leveraging customer data to personalize interactions Strategies for delivering personalized experiences across channels
Session 4: Building Customer-Centric Cultures
Cultivating a customer-centric mindset within the organization Empowering employees to prioritize customer needs and preferences Case studies of companies with strong customer-centric cultures
Day 2: Implementing Strategies for Service Excellence
Session 5: Effective Communication and Problem-Solving
Developing active listening and empathy skills Techniques for handling customer inquiries and resolving complaints Role-playing exercises to practice communication and problem-solving
Conclusion and Next Steps
Recap of key learnings and takeaways from the training Discussion on next steps for participants to apply learnings in their roles and organizations Resources and support available for ongoing CX improvement efforts
Session 7: Creating a CX Action Plan
Developing a customized CX action plan based on learnings from the training Identifying priority areas for improvement and setting SMART goals Establishing accountability and timelines for implementation
Customer – Centric Mindset and Importance of the Culture Customer Service VS Customer Centricity How to apply the customer-centric mindset in every decision in any function

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This course is designed for professionals across various industries who are responsible for delivering exceptional customer experiences, including customer service representatives, frontline staff, managers, and business owners.

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