What Customers Want: An Intensive Course in Customer Experience Management

Why are so many organizations still failing at providing reliable customer service? 

Although sophisticated technological techniques are nowadays used for customer service, human intervention remains the major determinant for success and failure in customer relationship management. 

Clouds Digital Academy - located in New Jdeideh, Lebanon -  offers Customer Experience Management courses for businesses that aim to make a real difference in their CRM and client satisfaction.

This course focuses on helping trainees to provide CRM services that exceed customer expectations.

The heart of this training session is based on communication with add-on components including appearance, hygiene, posture, handshakes and body language. Participants are taught that these non-verbal exchanges are where the majority of communication occurs.

Additionally, this course covers tone of voice, choosing the right words, serving dissatisfied customers and the use of different communication styles in order to resolve conflicts.

Here is what our Customer Experience Management course will offer: 

• Introduction to the customer needs wants and demands.
• What are the expectations of a customer? Difference between customer service and customer experience.
• Definitions of: customer value, types of customers, their values and lifestyles.
• The buying decision process, how to avoid service failure and be quick in service recovery. 
• Service recovery time and cost.
• What is the communication equation: effective communication and barriers for good communication.
• Brand’s footprint/social prints and impact on CRM.
• Re-engineer your customer experience, be consistent and proactive.
• Step into difficult customers’ shoes.
• Body language.
• Team exercises.

This course includes many exercises and activities, where participants will be able to put the acquired knowledge to use. Once you complete this course, you will be able to define the meaning of value, what it is that customers actually value and what an organization can do to ensure the proper delivery of customer value.