A Great Customer Experience

This module supports the AMA competencies "Grows customer value" and "Joined-Up Thinker" at Level 3. It looks closely at the relationship between customer satisfaction and financial performance and will enable managers to take a systematic approach to meeting and exceeding customer expectations. It will cover the different ways in which customer feedback can be collated, understood and applied to the continual development of an experience that generates customer loyalty and advocacy.

Grass Roots

Full Price: £375.00 plus VAT
Professional Register Discount Price: £345.00 plus VAT

7 guided learning hours in a classroom environment

All line managers who have responsibility for any part of the customer experience and are seeking to generate greater customer loyalty and more referrals/purchases from existing customers.

Existing or soon to be line managers

To provide the knowledge and skills associated with the following: What customers want and what we deliver. Services vs experience - the new differentiator. A customer-focused environment. How are we doing? - customer service and satisfaction. Insight and its uses. Getting back on track - dealing with complaints and defects.

You will be able to: • Explain the difference between levels and standards of customer service and the relevance of each one within their own operation • Explain the significance of experience as a contributor to customer value and how this differs from customer service • Describe the conditions for a customer-focused environment and some of the steps that should be taken to create these conditions • List some methods for monitoring and evaluating customer service levels and explain how they are used to increase and sustain performance in this area • Define customer insight and explain how it can be used to create a positive customer experience • Describe appropriate methods for determining customer service issues/defects and actions that can be taken to remedy them.

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If you require booking assistance or would like to know if there are spaces available for this course, please call the IMI on 01992-511521.