Synopsis

Every employee or employer is dealing with customers.  Creating a positive customer experience is critical for customer acquisition, retention and development.  Failure to manage customer experience could adversely impact business revenue, and cause loss of employment.  

Customer experience is the "cumulative impact of multiple touchpoints" over the course of a customer's interaction with an individual, organization, or a group of individuals.  So, managing customer experience is a complex and daunting undertaking.

This 1-day course/workshop focuses on four basic principles of customer experience which the participants must learn, practice and share always in order to bring positive changes or improvements.  Upon course completion each participant will be able to apply all four principles when interacting with his/her customers.  In addition, each participant will finish the course with a customer experience improvement proposal for review and discussion with his/her supervisor/manager/leader.

Course Outline

Day 1 Morning Session: Creating a Positive Customer Experience 

Joy vs. Happiness

Culture

The Four Basic Principles

Focused Communication

"Look East" - The Honorable Leadership

Day 1 Afternoon Session: Presentation, Discussion, Role-Playing and Evaluation

Customer Experience Improvement Proposal Presentation and Discussion

Customer Experience Role-playing and Evaluation

Class Size

No more than 20 participants.