Customer Experience
Customer Experience Excellence
Builds a consistent service standard across every point at which customers meet the organisation.
All ProfessionalsIn-person2 days
Who should attend
- Frontline and contact centre teams
- Relationship and account managers
- Service quality and operations teams
Learning objectives
- Define the service standard the brand promises
- Handle complaints and recovery with confidence
- Use customer feedback to improve process, not just tone
Programme modules
- The customer journey as an operating system
- Service conversations under pressure
- Complaint handling and recovery
- Feedback loops and continuous improvement
Expected outcomes
- A consistent service standard across channels
- Reduced escalation and churn
- Frontline teams with clearer authority to resolve
Customisation options
This programme can be contextualised to your sector, adapted in duration, delivered to a closed cohort, combined with coaching, or extended with a post-programme application and measurement phase.
Next Step
Request a programme proposal
We provide scope, delivery approach, faculty and investment in a written proposal.
Pricing is not published. Investment depends on cohort size, delivery format and the degree of customisation required.