Partner

CECE
Crafting Exceptional Customer Experiences
Mastering Service Excellence

Rating:
4.8
English
Intermediate
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Course Overview

In today's competitive business landscape, delivering exceptional customer experiences is paramount for sustained success. This dynamic course delves into the art of crafting memorable customer interactions and mastering service excellence. It is an integrated series of topics that build on each other to drive understanding and behavior change in attendees. It has been developed using global best customer-focused practice and is highly interactive Participants will explore strategies for exceeding customer expectations, building lasting relationships, and differentiating their brand through exceptional service delivery.

Atheer Khalid Al S.
Program Enrollment Specialist
[email protected]
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Key Takeaways

1
Understanding the fundamentals of customer experience management.
2
Identifying opportunities to personalize and tailor customer interactions.
3
Recognize the Importance of Internal Customer Service Reflection in External Interactions
4
Implementing effective communication techniques to enhance customer satisfaction.
5
Gain mastery in fostering a customer-centric organizational culture, empowering teams to collaboratively champion service excellence and consistently deliver memorable experiences that differentiate your brand in the marketplace.

LEORON - Professional Development Institute
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LEORON is the leading corporate training and EdTech company in the EMEA region, with the most comprehensive learning and development solutions in all strategic corporate functions, including Corporate Finance, HR, Procurement and SCM, Technology, Quality, Operations and Engineering. Through instructor-led sessions, in-company training, and coaching, our faculty of experts deliver over 1200+ programs annually, while 25,000+ professionals are equipped with up-to-date relevant education and the latest tech solutions across the EMEA region.We help our valued clients with a wide range of services, including Training Needs Analysis, Competency Development and Assessment, and custom-built e-Learning solutions that cater to specific industries and knowledge areas.LEORON mission remains boosting competitiveness of our clients worldwide through continuous learning, while we strive to achieve our vision of becoming the best quality corporate training and EdTech Company in the EMEA and the world.Whether our clients are facing difficulties re-organising their brand, equipping their workforce with an extra set of skills or aiming to assess competencies within an existing structure, our development planning is a great solution.LEORON’s mission is to help our worldwide clients boost their competitiveness by improving the competency levels of their employees, through top quality training and development solutions delivered by unrivaled global experts and facilitated by the best training managers in the industry.

Course Outline

Day 1: Understanding Customer Experience Fundamentals
Session 1: Introduction to Customer Experience (CX)
Definition and significance of CX in today's business landscape The impact of CX on brand perception and customer loyalty Trends and best practices in CX management
The Customer Service Experience
What is great customer service? What mindset do we need to adopt? Who can we learn from? What experience do we want to create? How do we perform? What do we do well? How do others do? What do customers value? How do they perceive us?
Session 3: Designing Personalized Experiences
Importance of personalization in enhancing CX Leveraging customer data to personalize interactions Strategies for delivering personalized experiences across channels
Session 4: Building Customer-Centric Cultures
Cultivating a customer-centric mindset within the organization Empowering employees to prioritize customer needs and preferences Case studies of companies with strong customer-centric cultures
Day 2: Implementing Strategies for Service Excellence
Session 5: Effective Communication and Problem-Solving
Developing active listening and empathy skills Techniques for handling customer inquiries and resolving complaints Role-playing exercises to practice communication and problem-solving
Conclusion and Next Steps
Recap of key learnings and takeaways from the training Discussion on next steps for participants to apply learnings in their roles and organizations Resources and support available for ongoing CX improvement efforts
Session 7: Creating a CX Action Plan
Developing a customized CX action plan based on learnings from the training Identifying priority areas for improvement and setting SMART goals Establishing accountability and timelines for implementation
Session 6: WHAT IS CUSTOMER CENTRICITY?
Customer – Centric Mindset and Importance of the Culture Customer Service VS Customer Centricity How to apply the customer-centric mindset in every decision in any function

Who Should Attend?

This course is designed for professionals across various industries who are responsible for delivering exceptional customer experiences, including customer service representatives, frontline staff, managers, and business owners.

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FAQ

Are LEORON Public courses certified by an official body/organization?
LEORON Institute partners with 20+ international bodies and associations. We also award continuing professional development credits (CPE/PDUs) for:1. NASBA (National Association of State Boards of Accountancy) 2. Project Management Institute PDUs 3. CISI credits 4. GARP credits 5. HRCI recertification credits 6. SHRM recertification credits
Does LEORON give discounts?
Yes, we can provide discounts for group bookings. If you would like to discuss a discount on a corporate level, we will be happy to talk to you.
What language will the course be taught in and what level of English do I need to take part in an LEORON training program?
Most of our public courses are delivered in English language. You need to be proficient in English to be able to fully participate in the workshop and network with other delegates. For in-house courses we have the capability to train in Arabic, Dutch, German and Portuguese.
What is the deadline for registering to a public course?
The deadline to register for a public course is 14 days before the course starts. Kindly note that occasionally we do accept late registrations as well, but this needs to be confirmed with the project manager of the training program or with our registration desk that can be reached at +1071 4 1075 5711 or [email protected].
What does the course fee cover?
The course fee covers a premium training experience in a 5-star hotel, learning materials, lunches & refreshments, and for some courses, the certification fee and membership with the accrediting bodies.

Reviews

  • Review:
    Certified Professional in Quality and Patient Safety
    Dating back to 2014, Mobily’s “LEORON” experience has grown from a single collaboration to a long-term partnership. We consider “LEORON” Institute as a strategic partner, whose contribution has been nothing but premium in equipping our staff with field-based knowledge and information. Past three years have resulted with an expanded collaboration with superior customer service and support. Best Regards,
    Turki S. Alsahaan
  • Review:
    Certified Professional in Quality and Patient Safety
    Since the partnership was signed between BAE Systems Saudi Development & Training and LEORON in 2017, we have been working together to offer the Saudi market a complete portfolio of training solutions benefiting from the wide and extensive experience of both parties. Recognizing the great success of this partnership, we are looking for further collaborations in the future that will position both companies as one of the leading training providers in Saudi Arabia. We thank the LEORON team for their full cooperation and continuing support, and look forward to further success together in the years to come.
    Emad Alrajih
  • Review:
    Certified Professional in Quality and Patient Safety
    We have been working with LEORON for the past two years and will be working with them again this upcoming year. The programs they delivered were fruitful and exciting and our organization has received positive feedback from the participants. What our organization aims to do is to provide at no cost training for all the private sector employees so that they may benefit from our offered programs in Innovation and Professional development. Leoron has helped us achieve this goal. We look forward to continuing this service and wish them the best of luck. Regards,
    Nasser M. Al-Subaie
  • Review:
    IAMM Internal Audit Maturity Model
    In recognition of their dedication and contribution supporting IKEA Saudi Arabia in arranging training programs during 2017 & 2018, looking forward for more development and exciting effort this year. On behalf of IKEA Saudi Arabia, THANK YOU!
    Dalal Kutbi