Live Instructor-Led Training
The Customer Experience Strategies and Management (CUSTEXP) course is designed for those responsible for any part of the customer experience journey within their organization: executives and managers of client service delivery, call centres and client support, customer experience departments (CX), customer relations (CRM), marketing, outreach, inter-agency coordination, and so on. Whether you work in the private, public or not-for-profit sector, your success begins and ends with the satisfaction of your clients. Know better, do better! Using a combination of theory, practical exercises and examples, discussions and real-world case studies, this course will give you the knowledge and skills needed to strategize, plan, implement, monitor and continuously adapt your customer experience strategy – to the benefit of your clients and your organization.
Sep 22 - 23, 2025$1,500.00Oct 20 - 21, 2025$1,500.00Nov 17 - 18, 2025$1,500.00Dec 15 - 16, 2025$1,500.00Jan 26 - 27, 2026$1,500.00Feb 23 - 24, 2026$1,500.00Mar 23 - 24, 2026$1,500.00
What is Customer Experience?
Customers in the Driver’s Seat – UX, CX, UI, AI oh my!
Customer Experience vs. Customer Service
What Customers Want and What Shapes Their Expectations
Customer Experience is Everyone’s Job
The Evolution of Customer Experience Management (CEM)
Taking Stock – Where Are You Now?
What Is Your Business? What Do You Do?
What Does Customer Experience Mean In Your Organization?
What Are Your Customer Experience Goals?
It’s an Agile World – Are you Ready?
Creating a Customer Experience Strategy
Elements of a Customer Experience Strategy
Getting to Know Them: Analyzing and Prioritizing Stakeholders and Clients
Getting to Know Them: Using Personas and Empathy Maps
Getting to Know Them: Creating a 5As Customer Journey Framework
Identifying and Analyzing Pinch Points, Barriers and other CX Issues
Understanding Human-Computer Interaction (how people and automated systems communicate)
Using User-Centred Design Principles to Identify Solutions
Prioritizing Solutions from a Client Perspective
Implementing Customer Experience Management
Elements of a CEM – From Strategy to Reality
Developing CEM Success Metrics
Using the Power of Technology to Collect Client Experience Data
Introduction to Statistical Analysis for Performance Improvement
Using Data and Ongoing Performance Measurement to Drive Change
Improving your Business Processes for Consistent Customer Experience
Creating a Client-Centric Culture
Attributes of a Customer-Centric Organization
Aligning Business Goals and Client Strategies
Aligning Organizational Reporting With Outcome-Based Success Criteria
Being Agile: Embracing a Continuous Improvement Model
Learning From the Best: Success Stories
Wrap Up
Recap and Next Steps
Further Resources
Customer Service Training: Managing the Customer Experience
Effective IT customer service can define how both internal and external clients see your organization. In today’s challenging workplace, good customer service can increase productivity and can motivate staff to go beyond the strict essentials or their job. In the same way, bad customer service can lead to a loss of productivity that can affect every aspect of an organization’s operations. The course Managing the Customer Experience (Customer Service Training) equips the service desk professional with best in class methodologies and practices in the art and science of customer service. In addition this course provides participants with a comprehensive exploration of key troubleshooting skills and methods as they apply in a complex IT environment. Give your staff the skills they need to manage incidents and troubleshoot problems with this eminently practical SETC certified course.
Training course titled Customer Service Training: Managing the Customer Experience that will allow you to hone your professional skills.
Sep 10 - 12, 2025$2,750.00Oct 8 - 10, 2025$2,750.00Nov 5 - 7, 2025$2,750.00Dec 3 - 5, 2025$2,750.00Jan 14 - 16, 2026$2,750.00Feb 11 - 13, 2026$2,750.00Mar 11 - 13, 2026$2,750.00
Customer Service Training: Strategies for those who care
Effective customer service can define how both internal and external clients see your organization. In today’s challenging workplace, good customer service can increase productivity and can motivate staff to go beyond the strict essentials or their job. In the same way, bad customer service can lead to a loss of productivity that can affect every aspect of an organization’s operations. The course Strategies for those who care (Customer Service Training) equips the service desk professional with best in class methodologies and practices in the art and science of customer service. In addition this course provides participants with a comprehensive exploration of key troubleshooting skills and methods as they apply in a complex IT environment. Give your staff the skills they need to manage incidents and troubleshoot problems with this eminently practical SETC certified course.
Training course titled Customer Service Training: Strategies for those who care that will allow you to hone your professional skills.
Sep 1 - 2, 2025$1,500.00Sep 29 - 30, 2025$1,500.00Oct 27 - 28, 2025$1,500.00Nov 24 - 25, 2025$1,500.00Jan 5 - 6, 2026$1,500.00Feb 2 - 3, 2026$1,500.00Mar 2 - 3, 2026$1,500.00
Customer Service Training: Essential Skills for Service Desks
Effective IT customer service can define how both internal and external clients see your organization. In today’s challenging workplace, good IT customer service can increase productivity and can motivate staff to go beyond the strict essentials or their job. In the same way, bad customer service can lead to a loss of productivity that can affect every aspect of an organization’s operations. The course Essential Skills for Service Desks (Customer Service Training) equips the service desk professional with best in class methodologies and practices in the art and science of customer service. Give your staff the skills they need to manage incidents and troubleshoot problems with this eminently practical SETC certified course.
Training course titled Customer Service Training: Essential Skills for Service Desks that will allow you to hone your professional skills.
Sep 15 - 16, 2025$1,500.00Oct 13 - 14, 2025$1,500.00Nov 10 - 11, 2025$1,500.00Dec 8 - 9, 2025$1,500.00Jan 19 - 20, 2026$1,500.00Feb 16 - 17, 2026$1,500.00Mar 16 - 17, 2026$1,500.00
Customer Service Training: The Fundamentals
The course Customer Service Training: The Fundamentals explores the essential skills, techniques and tools needed to deliver customer-centric client service. Whether you work at a reception desk, in sales, at a call centre, provide on-location service, or any other client-focused role, the key to business success is customer service. What is good customer service? What does your customer expect and need? How can you successfully manage difficult situations? How do you address chronic issues or deal with unexpected events? Developed for employees who work directly with clients, as well as call-centre and and client-service personnel, this interactive course uses a combination of theory, scenarios, role-playing and case studies to help you practice the skills you need to excel in your vital role for the organization.
Training course titled Customer Service Training: The Fundamentals that will allow you to hone your professional skills.
Sep 22 - 22, 2025$850.00Oct 20 - 20, 2025$850.00Nov 17 - 17, 2025$850.00Dec 15 - 15, 2025$850.00Jan 26 - 26, 2026$850.00Feb 23 - 23, 2026$850.00Mar 23 - 23, 2026$850.00