Customer Experience Perfection for Modern Managers

Objective:
• Equip modern managers with the knowledge and skills to enhance customer experience and satisfaction.
• Provide strategies and techniques for delivering exceptional customer service in today’s competitive environment.
• Empower managers to lead teams in creating memorable customer experiences that drive loyalty and retention.
Course Content:
Understanding Customer Experience (CX)
• Explore the concept of customer experience and its importance in business success.
• Understand the role of CX in creating competitive advantage and fostering customer loyalty.
Elements of Exceptional Customer Experience
• Learn about the key elements that contribute to exceptional customer experiences.
• Understand how each element impacts customer satisfaction and loyalty.
Customer Journey Mapping
• Gain insights into customer journey mapping and its significance in understanding customer interactions.
• Learn how to create effective customer journey maps to improve CX.
Building a Customer-Centric Culture
• Explore strategies for fostering a customer-centric culture within the organization.
• Learn how to align team goals and behaviors with delivering outstanding customer service.
Measuring and Improving Customer Experience
• Understand the importance of measuring customer experience and satisfaction.
• Explore tools and techniques for collecting customer feedback and using it to drive improvements.
Handling Customer Feedback and Complaints
• Learn effective strategies for handling customer feedback and complaints.
• Understand how to turn negative experiences into positive outcomes for customers.
Implementing Customer Experience Strategies
• Develop skills in implementing CX strategies that enhance customer satisfaction.
• Explore case studies and best practices from leading organizations.
Training and Developing Customer-Facing Teams
• Learn how to train and develop customer-facing teams to deliver exceptional service.
• Understand the role of coaching and continuous improvement in maintaining high CX standards.
Technology and Innovation in Customer Experience
• Explore the role of technology and innovation in enhancing customer experience.
• Learn about emerging trends and tools that can be leveraged to improve CX.
Leadership in Customer Experience Excellence
• Understand the role of leadership in driving CX excellence within the organization.
• Develop leadership skills to inspire and motivate teams to deliver outstanding customer experiences.

FOR WHOM:
Marketing & Sales Personnel

Methodology
The training methodology integrates lectures, interactive discussions, collaborative group exercises, and illustrative examples. Participants will acquire a blend of theoretical insights and hands-on practical experience, emphasizing the application of learned techniques. This approach ensures that attendees return to their professional environments equipped with both the competence and self-assurance to effectively implement the acquired skills in their responsibilities.
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DATE:

1ST BATCH:        18th – 21st Mar,               2025      

2ND BATCH:       1st – 4th July,                    2025

3RD BATCH:       28th – 31st Oct,                                2025