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Customer Experience Training Overview
Enhance Customer Experience Training Course Outline
Module 1: Strategy Alignment
- Overview of Strategy Alignment
- Operating Model
- Comparing Lean, Six Sigma, and Rapid Improvement
- Agile Project Management
- Comparing Deployment Strategies
- Voice of the Customer (VOC)
Module 2: Project Identification
- Lean Supply Chain
- CT Flow Down
- Operational Analysis
- Project Charters
- Project Prioritisation
Module 3: Lean Six Sigma Basics
- Create Robust Product and Process Designs
- Reduce Complexity
- Performance Measurements
- Implement Just-in-Time Systems
- Reorganise Physical Configurations
- 5S and Standardised Work
- Link Operations
- Balance Material Flow
- Mistake-Proofing
- High Quality
- Total Preventive Maintenance
- Supplier Networks and Support
Module 4: Rapid Improvement Events
- Create a Project Charter
- Assign a Project Leader and Team Members
- Reserve a Conference Room
- Obtain Supplies and Equipment
- Ensure Facilities Are Available Including Breakout Rooms
- Ensure Support Personnel Are Available to Assist the Team
- Collect Process Information of Floor Layouts, Process, and Procedures
- Collect Information of Operational Cycle Times
- Developing a Schedule for the Rapid Improvement Event
- Setting up Flip Charts and Organising Other Materials
- Rapid Improvement Event Communication Email
- Rapid Improvement Event Kick-Off Agenda
- Conducting the Event
- Create Detailed Value Flow Maps and Layouts of the Process
- Facilitate to Ensure Full Participation of Team Members
- Collect Data at Every Operation
- Analyse Data and Develop Prioritised Improvements
- Change the Process
- Apply 5S and Mistake-Proofing Methods
- Evaluate the Rapid Improvement Event
Module 5: Data Collection and Analysis
- Big Data Collection and Analytics
- Metadata Definition and Lineage
- Information Quality Governance
- Value Stream Mapping
- Process Characterisation
- Simple Analysis of Process Data
- Mapping High-Volume Transactions
- Data Collection for Services
Module 6: Process Improvement
- Common Process Changes
- Control Tool Effectiveness and Sustainability
- Root Cause Analysis and Improvement Strategies
- Robotic Process Automation
Module 7: Building a Case for Change
- Psychology of Groups
- Change Readiness
- Building a Case for Change
- Accelerating Change
Module 8: Implementing Solutions
- Control Strategy
- Control Tools
- Quality Control Plan
- Creating Metric Dashboards
Module 9: Organisational Change
- Sustaining Process Improvements
- Governing Organisations
- Changing an Organisation
Who Should Attend the Customer Experience Training Course?
The Enhance Customer Experience Course is designed for professionals who are dedicated to improving the interactions and satisfaction of their customers. This course will benefit the following professionals:
- Customer Service Managers and Representatives
- Sales and Marketing Professionals
- Business Owners
- Entrepreneurs
- Product Managers
- Retail Managers
- Call Center Managers
- Brand Managers
Prerequisites of the Customer Experience Training Course
There are no formal prerequisites to attend the Enhance Customer Experience Training Course.
Customer Experience Training Course Overview
The Customer Experience Training is a crucial program in today's customer-centric business environment. This is one of the Personal Development Courses that focuses on equipping professionals with advanced skills and strategies to elevate the customer experience. In an era where customer satisfaction is paramount, this masterclass offers insightful techniques to create memorable and positive customer interactions, essential for business success and growth.
Understanding and enhancing the Customer Experience is vital for professionals in marketing, customer service, and sales roles. In a competitive market, the ability to deliver exceptional customer experiences can differentiate a business from its competitors. This masterclass is particularly beneficial for those looking to not only meet but exceed customer expectations, thereby fostering loyalty and driving business success.
The Knowledge Academy’s 1-day Customer Experience Training provides comprehensive training in this area. Delegates will explore various aspects of customer interaction and satisfaction, learning how to effectively apply these concepts in their roles. The program combines theoretical knowledge with practical application, ensuring participants can immediately implement these strategies in their professional lives.
Course Objectives:
- To understand the fundamentals of an exceptional Customer Experience
- To learn how to effectively map and analyse the customer journey
- To develop strategies for personalising customer interactions
- To gain insights into measuring and enhancing customer satisfaction
- To explore innovative techniques for engaging with customers
- To enhance communication skills tailored to customer needs
Upon completion, delegates will have a thorough understanding of how to enhance customer experiences effectively. They will be equipped with practical tools and strategies to make impactful changes in their customer interactions, leading to increased customer satisfaction and loyalty.
What’s included in this Enhance Customer Experience Course?
- World-Class Training Sessions from Experienced Instructors
- Enhance Customer Experience Certificate
- Digital Delegate Pack
Why choose us
Ways to take this course
Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led Customer Experience Training. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.
Live classes
Join a scheduled class with a live instructor and other delegates.
Interactive
Engage in activities, and communicate with your trainer and peers.
Global Pool of the Best Trainers
We handpick from a global pool of expert trainers for our Online Instructor-led courses.
Expertise
With 10+ years of quality, instructor-led training, we equip professionals with lasting skills for success.
Global Reach
With classes running in all timezones, access any of our courses and course material from anywhere, anytime.
Unlock your potential with The Knowledge Academy's Customer Experience Training, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.
What our customers are saying
Job well done...thank you!
Michele Depalma
Customer Experience Training FAQs
Customer Experience encompasses a customer's overall perception and feelings about a company based on their interactions at every touchpoint. It includes the end-to-end journey a customer has with a business, from initial awareness to post-purchase support.
A superior customer experience is pivotal for business success as it builds customer loyalty, enhances brand reputation, and drives repeat business. Positive experiences lead to higher customer satisfaction, referrals, and ultimately, better financial performance for the company.
There are no formal prerequisites for registering for a Customer Experience Course. However, it is beneficial for participants to have a basic understanding of business operations and customer service principles.
A positive customer experience is characterised by ease of interaction, personalized service, and prompt resolution of any issues. It also includes meeting or exceeding customer expectations and making them feel valued throughout their journey with the company.
Improving customer experience can involve personalising interactions, gathering and acting on customer feedback, investing in employee training, utilising customer data effectively, and ensuring consistency across all channels of communication.
The duration of this Customer Experience Certification Course spans across 1 day.
Customer Experience can be measured through various methods such as customer satisfaction surveys (CSAT), Net Promoter Score (NPS), Customer Effort Score (CES), and analysing customer feedback across multiple channels.
This course will teach participants how to create exceptional customer experiences, use customer feedback to drive improvements, understand customer needs and expectations, and apply strategies to increase customer satisfaction and loyalty.
The training fees for Customer Experience Trainingin Hong Kong starts from HKD16995
The Knowledge Academy is the Leading global training provider for Customer Experience Training.
Please see our Personal Development Courses courses available in Hong Kong
Why choose us
Best price in the industry
You won't find better value in the marketplace. If you do find a lower price, we will beat it.
Many delivery methods
Flexible delivery methods are available depending on your learning style.
High quality resources
Resources are included for a comprehensive learning experience.
"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"
Joshua Davies, Thames Water
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