Practical Workshop for Customer Experience Excellence

Course Introduction

Designed for professionals in Sales & Customer Service, this five-day workshop-based course builds practical command of Customer Experience Excellence. Every session pairs a clear concept with a workplace exercise, so learning turns into capability rather than notes.

Training Objectives

• 01Build a shared vocabulary and framework for Customer Experience Excellence that your whole team can use
• 02Apply proven methods for Customer Experience Excellence to realistic scenarios drawn from customer accounts, pipelines and service teams
• 03Anticipate the failure points and compliance issues that most often affect Customer Experience Excellence
• 04Communicate Customer Experience Excellence decisions clearly to colleagues, clients and management
• 05Prepare a personal action plan to apply Customer Experience Excellence in your own organisation

What You Will Take Away

• Benchmarks and KPIs to track your own results
• A negotiation and communication cheat-sheet
• Worked examples using realistic regional scenarios

Who Should Attend

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

Prerequisites: Open to all levels; participants are encouraged to bring a real work challenge.

Training Methodology

This is a hands-on workshop: short briefings followed by extended exercises, simulations and group activities, with most time spent applying rather than listening. Case material and examples are drawn from customer accounts, pipelines and service teams.

Day-by-Day Programme (5 Days)

• Day 1
  Where Customer Experience Excellence fits

  How Customer Experience Excellence connects to wider operations in customer accounts, pipelines and service teams, plus the essential vocabulary.

• Day 2
  Working with the standards

  Interpreting and applying the codes and good-practice guidance that govern Customer Experience Excellence.

• Day 3
  Tools and techniques lab

  Guided practice with the tools, checklists and templates used for Customer Experience Excellence.

• Day 4
  Risk, compliance and case review

  Analysis of incidents and cases to see where Customer Experience Excellence succeeds or breaks down.

• Day 5
  Consolidate and plan

  Capstone discussion, action planning and a closing assessment.

Upcoming Sessions