CECECrafting Exceptional Customer ExperiencesMastering Service Excellence
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English
Intermediate
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Course Overview
In today's competitive business landscape, delivering exceptional customer experiences is paramount for sustained success. This dynamic course delves into the art of crafting memorable customer interactions and mastering service excellence. It is an integrated series of topics that build on each other to drive understanding and behavior change in attendees. It has been developed using global best customer-focused practice and is highly interactive Participants will explore strategies for exceeding customer expectations, building lasting relationships, and differentiating their brand through exceptional service delivery.
Key Takeaways
1
Understanding the fundamentals of customer experience management.
2
Identifying opportunities to personalize and tailor customer interactions.
3
Recognize the Importance of Internal Customer Service Reflection in External Interactions
4
Implementing effective communication techniques to enhance customer satisfaction.
5
Gain mastery in fostering a customer-centric organizational culture, empowering teams to collaboratively champion service excellence and consistently deliver memorable experiences that differentiate your brand in the marketplace.
LEORON - Professional Development Institute
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.
Course Outline
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
Session 6: WHAT IS CUSTOMER CENTRICITY?
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
Who Should Attend?
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.