Customer Experience
Introduction to Customer Experience — Free Session
A free session on the difference between customer service and customer experience, and how each is measured.
Foundation1 day3 training hours10-40 participants
All training programmes are accredited by the Sharjah Private Education Authority.
Programme objectives
- Tell customer service and customer experience apart
- Get to know the customer journey and its touchpoints
- Understand the core metrics: satisfaction, happiness, effort
- Spot the quickest improvement opportunity in your workplace
Detailed agenda
1
Day 1
The awareness session
- Customer service versus customer experience
- The journey and its common pain points
- The metrics and when each applies
- A short exercise: one pain point from your own work
Competencies developed
- CX awareness
- User-perspective thinking
- Measurement basics
What participants take away
- An illustrated journey summary
- A short metrics primer
- A certificate of attendance
Prerequisites
None.
How it is assessed
No assessment — an awareness session with a certificate of attendance.
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