​​LP

Customer Experience Management 

​LEARNING SOLUTION TYPE: ​
​ACCREDITED ​LEARNING PROGRAMME

RECOMMENDED DURATION:
5 DAYS

TOTAL CREDITS:
32

​UNIT STANDARDS:
​4 Unit Standards

​DO YOU WANT TO TAKE CONTROL AND SEAMLESSLY MANAGE YOUR CUSTOMERS EXPERIENCES WHILE USING QUALITATIVE AND QUANTITATIVE DATA TO OPTIMISE CUSTOMER LOYALTY?

​Customer is King

​Customer Experience Management

​Through developing your customer experience management skills you will be enabled to:

  • ​Understand the critical relationship between customer experience and organisational growth
  • ​Streamline your contact centre processes 
  • Maximise customer engagement 
  • Minimise customer churn

​Do you know how to ​identify ​your customers most pressing concerns?

Not sure? Then answer these questions and decide for yourself.

WHAT SHOULD HIS ACTION PLAN INCLUDE?
WHAT TOOLS SHOULD HE USE IN HIS PLANNING?
HOW SHOULD HE ORGANISE AND DISTRIBUTE HIS RESOURCES TO ACHIEVE THIS GOAL?
DESCRIBE HOW HE SHOULD LEAD AND MOTIVATE HIS TEAM TOWARDS GOAL ATTAINMENT.
HOW CAN HE CONTROL PERFORMANCE?
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If you answered yes
​to any​ one or more of these questions then
Customer Experience Management is the programme that will kickstart your journey.

​Customers today are more knowledgeable and more demanding than ever; only extraordinary service gets noticed and remembered. The key for customer service is to focus on areas that really matter to the customer and reinforce the overall customer engagement strategy. The aim of this learning programme is to equip contact centre Team leaders with tools to manage the customer’s experience.


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​“TEN THINGS YOU NEED TO KNOW ABOUT YOUR CUSTOMER” LIST

​LEARN MORE ABOUT WHAT DRIVES THE CUSTOMER

What you will learn

​Customers today are more knowledgeable and more demanding than ever; only extraordinary service gets noticed and remembered. The key for customer service is to focus on areas that really matter to the customer and reinforce the overall customer engagement strategy. The aim of this learning programme is to equip contact centre team leaders with tools to manage the customer’s experience.

WE WILL ENABLE YOU TO:

Identify prospective customers and establish their needs

Establish and build the customer base

Monitor calls into and out of a Contact Centre

Collate types of queries, questions and comments received

Today's Learners become Tomorrow's Leaders

Let us help you get there

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