Customer Journey: A Roadmap to Great Customer Experience!
Customer Experience (CX) is a term used in business that speaks to all the interactions and experiences your customer has with you and the business throughout the entire customer journey.
Customers are going to be willing to pay more for products and services as a result of the experience they have been given and therefore CX is a top priority to businesses in the future as companies that focus on customer experience stay relevant and keep customers happy !
Companies rely on staff to become advocates of great service, to build and maintain the customer base and becoming the difference in a memorable customer experience for customers.
Our Customer Journey Skills Programme will give you an understanding of the total quality philosophy and its application to customer service, so that you can achieve customer satisfaction by consistently delivering services that meet or exceed customer expectations throughout the customer journey.
What you will learn in this course!
This skills programme is designed to ensure that delegates understand the total quality philosophy and its application to customer service, so that they can achieve customer satisfaction by consistently delivering services that meet or exceed customer expectations.
The programme encompasses all the aspects necessary to function effectively within their job competencies and the broader aspects of customer service driven organisations as a whole.
We can train this at manager or customer representative levels (the outcomes may differ due to the level and role).
Who this course is for?
Customer experience and employee experience are the two DRIVING FORCES of business…Â If you want to be a better CX Ambassador for customers inside and outside your workplace, then this is the skills programme for you!
CUSTOMER SERVICE TACTICS:
This learning module aims to give you the foundation of understanding and applying skills in:
- Quality Customer Service
- Types of Customers
- Identifying Customers & Meeting or Exceeding their Needs
- Customer Experience CX and the Customer Journey
- CX statistics for the Future World of Work
- Measuring & Improving Customer Satisfaction
CX IN PRACTICE
his learning module aims to give you the foundation of understanding and applying skills in:
- Maintaining & Improving Relationships with Customers
- Communication Skills for Success
- Applying Business Processes (Code of Conduct, Specific Procedures)
- Emotional Intelligence and Wellness
- Resolving Conflicts & Solving Problems (specific to CX)
Assessment: Note that you can be formally assessed for credit should you wish to. However, the fees for this are not included here.  Please contact us for further information on this!
This skills programme is aligned to the following national unit standards:
- SAQA ID 242829: Monitor the level of service to a range of customers; NQF Level 4, 5 Credits
- SAQA ID 242817: Solve problems, make decisions and implement solutions; NQF Level 4, 8 Credits
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R1,200.00 Excl. VAT
- Training Method: Blended
- Language: English
- Duration: 2 - 3 days
- Skill Level: Intermediate & Advanced
- Certificate of Completion
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