Course Description

Customers always expect high-quality products and services, but businesses and customers may not always agree on exactly what that entails due to countless types of products, price categories, national expectations and other elements, it may be challenging to monitor and measure if and how customer requirements are met. 
The financial and other benefits of improving the consumer experience are so significant that client experience measurement has become a special area of expertise. The results of customer experience measurement form key indicators for defining and improving service quality and setting the next steps. This course focuses on data which reveals how to delight customers by enhancing the overall client experience using the best available tools. These tools and data provide course participants with the best ideas on how to deliver service and client experience which are unique!

Course Goal

To enhance the participants’ knowledge, skills, and abilities necessary understand customer experience, measuring and monitoring customer expectations, and how to design effective tools to help them stay ahead of their competition. 

Course Objectives

By the end of this course, participant will be able to:

• Learn key principles of perfect client experience and how to apply it in his company
• Understand the needs and expectations of his customers
• Structure a plan and process flow around consumer centricity principles
• Benchmark his entity and recognize where to start with the changes
• Explore the key client experience data that he needs to permanently measure and monitor

Who Can Benefit

All those who are working in:

• Customer Services
• Customer Relations
• Marketing
• Sales
• Service Quality
• Client Relations
• Collections
• Operations
• Complaints Handling 
• Customer Support Roles