Customer Experience Excellence: Foundation Programme

Course Introduction

Whether you are new to Customer Experience Excellence or refining existing skills, this foundation-level course gives you a structured path through the subject as it applies to customer accounts, pipelines and service teams, guided by instructors who have worked in the field.

Training Objectives

• 01Describe how Customer Experience Excellence is defined, governed and measured in international practice
• 02Work through typical situations in customer accounts, pipelines and service teams using structured Customer Experience Excellence techniques
• 03Recognise common risks, errors and non-conformities linked to Customer Experience Excellence — and how to prevent them
• 04Choose the right indicators and records to monitor Customer Experience Excellence over time
• 05Translate the course learning into a realistic plan agreed with your line manager

What You Will Take Away

• A ready-to-use template pack for daily work
• A checklist of common pitfalls and how to avoid them
• Benchmarks and KPIs to track your own results

Who Should Attend

• Sales Managers & Executives
• Account Managers
• Customer Service Teams
• Business Development Officers

Prerequisites: No prior specialist knowledge is required.

Training Methodology

The programme builds understanding step by step: short concept sessions, guided demonstrations and simple exercises, followed by a daily recap so nothing is left behind. Case material and examples are drawn from customer accounts, pipelines and service teams.

Day-by-Day Programme (5 Days)

• Day 1
  Getting oriented: the landscape of Customer Experience Excellence

  Scope, terminology and the standards and regulations that shape Customer Experience Excellence in customer accounts, pipelines and service teams.

• Day 2
  Core concepts and methods

  The principles, codes and best-practice approaches that leading organisations rely on for Customer Experience Excellence.

• Day 3
  Applying it on the job

  Hands-on exercises using tools and templates for Customer Experience Excellence, built around realistic situations in customer accounts, pipelines and service teams.

• Day 4
  Cases, risks and lessons learned

  Case studies, typical pitfalls and the risk and compliance issues that arise with Customer Experience Excellence.

• Day 5
  Bringing it together

  Consolidation workshop, personal action planning and a closing knowledge check on Customer Experience Excellence.

Upcoming Sessions