Customer Experience Management

This masterclass is designed for frontliners of any organization to obtain useful insights on the best practices, strategies, and tools in developing and managing best customer experience. Participants will learn on how to develop a practical customer engagement plan for their organization and explore effective customer engagement strategies that will help build loyalty. In addition, this course also provides participants with the techniques for managing customer complaints and dealing with dissatisfied customers, through the learning on effective body language and voice inflection.

Course Outline

Module 1: Understanding Customer Experience Management

• Relationship between customer experience and loyalty
• Differences between customer experience management & customer service
• Psychological aspects of customer experience
• Importance of great customer experience

Module 2: Customer Engagement Essentials

• Definition and why is it important
• Customer engagement VS customer experience:
  • Similarities and differences
• Customer engagement strategies that will help build loyalty
• Develop a practical customer engagement plan using the SADAR approach:
  • Set your customer engagement goals
  • Analyze your existing and potential customers
  • Develop customer engagement strategies
  • Advocate the engagement plan
  • Review and measure engagement results

Module 3: Managing Customer Complaints

• Understanding complaints
  • What triggers people to complain
  • Impact of not attending to complaints
• Customer classifications:
  • Customer social traits and their common complaints approach
  • Strategies and techniques in dealing with each customer classification
• Simplest yet effective complaint handling skills
  • The ALAS method

Module 4: Body Language in Handling Dissatisfied Customers

• Applying effective body language in a:
  • Hostile environment (angry, aggressive customers etc.)
  • Emotional environment (sad or pleading customers)
  • Stressful environment (demanding, assertive customers)
• Body language mistakes that you may unknowingly be doing
• Applying the right tone in handling customer complaints
• Negative and defensive tones that should be avoided