Managing the Customer Experience

Managing the Customer Experience

Customer service is everybody’s business. Learn to manage the customer experience from awareness to advocacy and make it part of your strategic advantage through our customer service training. This session is suitable for team leaders, aspiring and new managers and current managers.

This session equips participants with the tools to allow for:

  • The opportunity to explore and develop why customer service matters to their organization and how to measure and monitor customer satisfaction
  • Understanding of theoretical models such as the Five Key Drivers, Porter, The Gap Model, Bain, Rater and calculating net promoter scores
  • Models to measure and monitor customer satisfaction, customer service and the new media; building your customer experience management program
  • Stronger strategic alignment internally for the external customer
  • Improved stakeholder response and commitment

This course is a one day module of the Leadership for Managers foundations program.