Enhancing The Customer Experience Course

This customer service training course offers a solid background for those who wish to convert into agility. It combines the customer centricity basic concepts with practical examples. It also discusses many case studies. In this course participants will explore a set of tools that will be used during and after the course

Mastering Customer Centricity: Empowering Employees and Driving Business Success

Customer centric organizations take measures to understand their customers and act on that knowledge. This requires building a culture that empowers employees to take the best actions. Balancing performance, and achieving satisfaction of the client and the goals of the organization in parallel.

Having a business model that spins around customer centricity is important. It helps organizations to reach a favourably, unique, and tailored experience for their customers. It also makes it easier for employees to pay more attention to customers' details. 

This customer service training course offers a solid background for those who wish to convert into agility. It combines the customer centricity basic concepts with practical examples. It also discusses many case studies. In this course participants will explore a set of tools that will be used during and after the course.


This Agile CRM Course  is One of the best Customer Service Management Training Courses Because:

  1.  It focuses on the strategic depth of customer satisfaction.

  2.  It aims at applying Agile Methods & Lean Methods such as Poka Yoke.

  3.  It focuses on creating an Agilent customer service model.

  4.  It focuses on the Learning and Development that leads to spreading customer centric culture.

  5.  It includes balanced scorecard training sessions.

  6.  It focuses on the personal mastery of communication and other mental models.

  7.  It aims at enhancing the personal skills of the personnel who are responsible for customer service.


Targeted Audience for This Customer Relations Course

  • Front Line Supervisors.
  • Managers at all levels.
  • Entrepreneurs.
  • Customer Care Team Members.


Targeted Organizational Departments For This Customer Relations Course

  • Customer Services Departments
  • Sales Department
  • Quality Assurance Department
  • Quality Control Department
  • Customer Happiness Centers


Targeted Industries For This Customer Relations Course:

  • Organizations applying (Business to Client) model at any Sector.
  • All of the Customer-Centric Companies at any sector.


Learning Impact and Outcomes of For This Customer Relations Course

By the end of this course participants will be able to:

  • Understand and apply the Customer Centricity concepts.
  • Follow a step by step approach towards Customer Centricity.
  • Use every tool in the course toolbox effectively.
  • Master the use of Customer Communication Tools.
  • Master the tools learned at all of the quality assurance courses.
  • Master the tools learned at all of the balanced scorecard training courses.
  • Create their adaptive Customer centricity mindset.
  • Create a customer centric performance framework to adapt with the customer centric approach.
  • Design and manage a Customer Centric Service Model.
  • Coach others towards better customer services.
  • Brainstorm better ways to enhance customer experiences.
  • Be able to customize happiness focused experience for the clients


Training Methodology:

Training is undertaken through lectures assisted by audio & visual presentations. 
Trainee participation is ensured through assignments, role-plays. Case studies also will be discussed to help the audience with the training content. 
Trainees are also encouraged to share their workplace experiences. Real Life experiences are discussed in detail by the trainer to enhance learning by example.


Course Toolbox 

  • Agile Worksheet 
  • Agile Kanban Board.
  • Agile Kick-Off Checklist.
  • Poka-Yoke BluePrint.
  • Ishikawa Templet.
  • Strategy Map Templet.
  • Reading Material.


Course Agenda:


Day (1) Introduction to Customer Centric Culture?

  • Discuss how the power has shifted towards customer centricity. 

  • Main concerns of a customer centric organization.

  • Build Customer Centricity Model.

  • The basic concepts of agile Service.

  • Customer Centric Thinking

  • Client's involvement in the decision making.

  •  Customer's Perspective in The strategy Map.


Day (2) Building A Customer Communication Strategy

  • Effective Communication Skills.

  • The Art Of communication

  • Effective Listening.

  • Learn how to Speak with Clients.

  • Mastering the personal persuasion skills.

  • Drafting Customer Communication Plan.


Day (3) An Agilent Customer Service

  • Customer Service with a Style.

  • Taking customer perspective

  • Learn to catch every detail related to customer Experience. 

  • Customer service Essential Etiquette.

  • Protocols of Customer Service.


Day (4) An Exposure to the top Quality Assurance and Quality Control Courses.

  • The Customer Experience Blueprint.

  • Poka Yoke and Mistake Preventions.

  • Quality Control and workforce Compliance.

  • Quality Improvement Cycle and continuous improvement.

  • Exposure to The Key Performance Indicators Course

  • Conduct A Balanced Scorecard Training Session.

  • Developing KPIs of the BSC customer perspective.

  • Relating the customer perspective To the financial perspective.

  • Conducting a simple customer analysis.


Day (5) Coaching and Developing the CS Force.

  • Learning Organization Definition.

  • Steps to Create A Learning Organization.

  • Advantages of Learning Organization

  • Mastering the Essentials of Coaching.

  • Using the Ask Tell Matrix.

  • Steps to coach an effective CS Force.

  • Brainstorm for a more detailed customer experience.

  • Understanding the Customer Centric Approach.


 Poka Yoke Method

Poka Yoke is a Japanese term that translates to "mistake proofing." It's a method used to reduce human error and make processes more efficient. In the context of customer service.

Poka Yoke is used to ensure that customers are taken care of quickly and efficiently. Poka Yoke aim to leave customers with a positive experience and come back again.


Balanced Scorecard and Customer Satisfaction

The Balanced Scorecard model was developed by Robert Kaplan and David Norton in 1992. BSC is a way to measure performance against strategic objectives. It uses four perspectives: financial, customer, internal business processes and learning & growth. Each perspective has its own metrics that help the company understand how well it's doing on those fronts.

When you use this model, you can get an idea of what your customers think about your products or services. That information can then be used to identify areas for improvement. It can lead to further development so every interaction with customers is an opportunity for growth.


Methods To Enhance Customer Experience

There are a number of methods that can be used to enhance customer experience.

1. Customer satisfaction is a key component of customer experience. If a company does not satisfy its customers, then it will lose them and lose the revenue associated with them. Companies can increase their satisfaction by doing things such as offering discounts or free shipping.
2. Companies should also strive to provide high quality products and services at reasonable prices. This is a cornerstone in maintaining loyalty among their customers. 
This can be accomplished through offering high-quality products at low prices. Another option is to offer lower quality products at higher prices. Either way, customers will continue to buy from you because they believe it's worth it.
3. Customers often want more than just products or services; they want experiences that make them feel special. For example, if someone buys something from your company, they may want an email thanking them for their purchase. Your company can also send an email explaining how to use their new product. These types of touches make all the difference in keeping customers coming back again and again.

How This Course is different from other Customer Experience Training Courses? 

This is a strategic training program it aims at having a shared vision. It discusses the Balanced scorecard measurement systems. Yet this course discusses the tactical levels that includes team learning, quality assurance, compliance services, and mistake proofing. 

This course do not focus only on Customer Experience. It also focuses at the strategic decisions that leads to enhancing the customer experience.


What Does Customer Satisfaction Training Courses Focus on ?

Generally, any customer satisfaction training course will focus on customer satisfaction measures. The Enhancing The Customer Experience Course focuses on learning and development. It focuses on improving the capacity to create the results. So, the focus will be on three pillars;

1- Learning & Development Pillar.

2- Internal Processes Pillar.

3- Customer Satisfaction Pillar.