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CS-002 Customer Service and Client Relations
PROGRAMME BROCHURE

Customer Experience Management

An applied five-day programme focused specifically on Customer Experience Management.

Duration 5 days
Level Professional
Programme CS-002
KAIZEN EUROPEAN ACADEMY Executive & Professional Development www.kaizeneurope.academy
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Programme Overview

This five-day Kaizen European Academy programme focuses specifically on Customer Experience Management in the context of service delivery, customer journeys, complaints and service recovery. Its scope is intentionally different from similarly titled courses elsewhere in the catalogue. Participants develop applied methods, controls, decision tools and an implementation plan tailored to this professional environment.

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Learning Objectives

Explain the essential concepts, terminology and professional context of Customer Experience Management.
Apply the principal methods and tools used in Customer Experience Management.
Analyse realistic situations and make evidence-based decisions related to Customer Experience Management.
Evaluate performance, risk and control requirements in Customer Experience Management.
Develop a practical implementation or improvement plan for Customer Experience Management.

Who Should Attend

Professionals, specialists, supervisors and managers whose responsibilities involve customer experience management or who need to build practical capability in this area.

Programme Methodology

Instructor-led explanation, facilitated discussion, subject-specific case studies, practical templates, individual and group exercises, simulations or technical scenarios where appropriate, peer review and a final implementation workshop.

Learning Outcomes

Explain the essential concepts, terminology and professional context of Customer Experience Management. Apply the principal methods and tools used in Customer Experience Management. Analyse realistic situations and make evidence-based decisions related to Customer Experience Management. Evaluate performance, risk and control requirements in Customer Experience Management. Develop a practical implementation or improvement plan for Customer Experience Management.

Prerequisites

No formal prerequisite is required. Relevant professional experience is helpful; technical courses may assume basic familiarity with the operating environment.

Kaizen European Academy · Executive & Professional DevelopmentCS-002
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Course Outline

Day01

Customer Experience Management: Foundations and Operating Context — Service Delivery, Customer Journeys, Complaints And Service Recovery

  • Scope, terminology and professional context of Customer Experience Management
  • Current practices and emerging trends in Customer Experience Management
  • Roles, responsibilities and stakeholder expectations in Customer Experience Management
  • Applied Customer Experience Management decisions in the context of service delivery, customer journeys, complaints and service recovery
Day02

Core Methods and Tools for Customer Experience — Service Delivery, Customer Journeys, Complaints And Service Recovery

  • Customer experience strategy
  • Customer personas
  • Journey mapping
  • Applied Customer Experience Management decisions in the context of service delivery, customer journeys, complaints and service recovery
Day03

Applied Practice in Customer Experience Management — Service Delivery, Customer Journeys, Complaints And Service Recovery

  • Voice of customer
  • Experience measurement
  • NPS, CSAT and CES
  • Applied Customer Experience Management decisions in the context of service delivery, customer journeys, complaints and service recovery
Day04

Performance, Risk and Control in Customer Experience Management — Service Delivery, Customer Journeys, Complaints And Service Recovery

  • Pain-point analysis
  • Omnichannel experience
  • Employee experience link
  • Applied Customer Experience Management decisions in the context of service delivery, customer journeys, complaints and service recovery
Day05

Customer Experience Management: Integrated Workshop and Implementation — Service Delivery, Customer Journeys, Complaints And Service Recovery

  • Complaint insight
  • Customer loyalty
  • Experience governance
  • Applied Customer Experience Management decisions in the context of service delivery, customer journeys, complaints and service recovery
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What You Will Receive

Programme learning materials
Practical resources and templates where applicable
Kaizen completion certificate
Participant support throughout the learning week
Kaizen European Academy

Executive & Professional Development across selected European destinations.

CONTACT & INFORMATION

Website: www.kaizeneurope.academy
Contact: www.kaizeneurope.academy/#contact

Kaizen European Academywww.kaizeneurope.academy