Improving the Customer Experience:

Improving the Customer Experience:


This course is full of best practice tips and techniques that will enable your organisation to develop a customer-centric customer service process at every touch point.

Are you attracting customers or driving them away without knowing why? This course will help you identify the answers to both questions.

Is it Right for me?

If you are a customer service manager or customer service process owner, then this course is for you.

It is a highly practical and interactive course designed to help you identify the customer touch points in your own organisation that aren’t working and can be improved. It will provide you with a ‘blueprint for success’ to take back to the workplace.

You will also take away a CD containing a best practice step-by-step guide for use with others to analyse and improve your current approach to the customer touch point management process.

What will I learn?

By the end of this course you will be able to:

  • Analyse your customer service process from end to end.
  • Make a 360° map of your organisation’s touch points.
  • Identify which customer touch points are working and those that are not.
  • Identify what processes and touch points can be improved to add value to your customers’ experience.
  • Use a variety of techniques to develop a customer-focused culture.
  • Use a proven best practice approach making change happen when managing customer complaints.

What will it cover?

The Customer Service Process

  • Mapping the process end to end
  • The customers’ experience
  • Identifying ‘value add’ steps

A 360° View of Your Organisation

  • Product, process and value
  • Customer experience life cycle
  • Developing the seven steps of the life cycle

Touch point Management

  • Customers’ needs, levers and values
  • Measuring results
  • Cause and effect of poor results

Understanding Customer Expectations

  • ‘Right first time’
  • Adding value
  • Motivating loyalty and advocacy

Developing a Customer-focused Culture

  • Aligning people, processes and systems
  • Thinking like a customer
  • Deliver bad news fast

Improving Customers’ Experience

  • Why customers complain
  • Managing difficult situations
  • Saying no but retaining customer loyalty

Personal Application Plan

  • Planning for change
  • Using the ‘blueprint’ for success

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