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Customer Experience

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About Customer Experience

Every organization and Employee work toward many things however at the core all are trying to get Revenue Growth and Profitability. The growth and profitability can’t be achieved without having high level of interaction with customers. Our Customer Experience Courses are mainly to help achieving customer’s satisfaction, loyalty, and advocacy.

How we help

Starting with the latest definitions of customer service, wading through what exceptional service looks like and ending with how to differentiate between real service and lip service, our programs are designed to help you create a sustainable customer value proposition. For a list of these programs.

 

What we offer

The building-blocks of our consultancy in customer service excellence

PERFORMANCE ANALYSIS

Comprehensive assessment and report on service quality, carried out through a combination of stakeholder meetings, mystery shopping, current customer journey analysis, customer / employee surveys and competitor benchmarking.

CUSTOMER EXPERIENCE DESIGN

Mapping the desired customer journey, identifying all the components required to successfully handle each touchpoint in various situations, and development of a comprehensive customer service handbook to serve as a long-term reference for service teams

TRAINING WORKSHOPS

Customized training program to address participant needs and focus areas as identified in analysis, with a range of specialized courses for managers and front-liners.

FIELD COURSES

Immersive learning that takes participants out of the training room to explore learnings on the ground. It lets participants experience service first-hand, challenges their understanding of customers and provides a fresh viewpoint on the customer experience.