Customer Experience Training - United Kingdom

Enhance Customer Experience Training Course Outline

Module 1: Strategy Alignment

• Overview of Strategy Alignment
• Operating Model
• Comparing Lean, Six Sigma, and Rapid Improvement
• Agile Project Management
• Comparing Deployment Strategies
• Voice of the Customer (VOC)

Module 2: Project Identification

• Lean Supply Chain
• CT Flow Down
• Operational Analysis
• Project Charters
• Project Prioritisation

Module 3: Lean Six Sigma Basics

• Create Robust Product and Process Designs
  • Reduce Complexity
• Performance Measurements
• Implement Just-in-Time Systems
  • Reorganise Physical Configurations
  • 5S and Standardised Work
  • Link Operations
  • Balance Material Flow
  • Mistake-Proofing
  • High Quality
  • Total Preventive Maintenance
• Supplier Networks and Support

Module 4: Rapid Improvement Events

• Create a Project Charter
  • Assign a Project Leader and Team Members
  • Reserve a Conference Room
  • Obtain Supplies and Equipment
  • Ensure Facilities Are Available Including Breakout Rooms
  • Ensure Support Personnel Are Available to Assist the Team
  • Collect Process Information of Floor Layouts, Process, and Procedures
  • Collect Information of Operational Cycle Times
  • Developing a Schedule for the Rapid Improvement Event
  • Setting up Flip Charts and Organising Other Materials
  • Rapid Improvement Event Communication Email
  • Rapid Improvement Event Kick-Off Agenda
• Conducting the Event
  • Create Detailed Value Flow Maps and Layouts of the Process
  • Facilitate to Ensure Full Participation of Team Members
  • Collect Data at Every Operation
  • Analyse Data and Develop Prioritised Improvements
  • Change the Process
  • Apply 5S and Mistake-Proofing Methods
  • Evaluate the Rapid Improvement Event

Module 5: Data Collection and Analysis

• Big Data Collection and Analytics
• Metadata Definition and Lineage
• Information Quality Governance
• Value Stream Mapping
• Process Characterisation
• Simple Analysis of Process Data
• Mapping High-Volume Transactions
• Data Collection for Services

Module 6: Process Improvement

• Common Process Changes
• Control Tool Effectiveness and Sustainability
• Root Cause Analysis and Improvement Strategies
• Robotic Process Automation

Module 7: Building a Case for Change

• Psychology of Groups
• Change Readiness
• Building a Case for Change
• Accelerating Change

Module 8: Implementing Solutions

• Control Strategy
• Control Tools
• Quality Control Plan
• Creating Metric Dashboards

Module 9: Organisational Change

• Sustaining Process Improvements
• Governing Organisations
• Changing an Organisation

Who Should Attend the Customer Experience Training Course?

The Enhance Customer Experience Course is designed for professionals who are dedicated to improving the interactions and satisfaction of their customers. This course will benefit the following professionals:

• Customer Service Managers and Representatives
• Sales and Marketing Professionals
• Business Owners
• Entrepreneurs
• Product Managers
• Retail Managers
• Call Center Managers
• Brand Managers

Prerequisites of the Customer Experience Training Course

There are no formal prerequisites to attend the Enhance Customer Experience Training Course.

Customer Experience Training Course Overview

The Customer Experience Training is a crucial program in today's customer-centric business environment. This is one of the Personal Development Courses that focuses on equipping professionals with advanced skills and strategies to elevate the customer experience. In an era where customer satisfaction is paramount, this masterclass offers insightful techniques to create memorable and positive customer interactions, essential for business success and growth.

Understanding and enhancing the Customer Experience is vital for professionals in marketing, customer service, and sales roles. In a competitive market, the ability to deliver exceptional customer experiences can differentiate a business from its competitors. This masterclass is particularly beneficial for those looking to not only meet but exceed customer expectations, thereby fostering loyalty and driving business success.

The Knowledge Academy’s 1-day Customer Experience Training provides comprehensive training in this area. Delegates will explore various aspects of customer interaction and satisfaction, learning how to effectively apply these concepts in their roles. The training combines theoretical knowledge with practical application, ensuring participants can immediately implement these strategies in their professional lives.

Course Objectives:

• To understand the fundamentals of an exceptional Customer Experience
• To learn how to effectively map and analyse the customer journey
• To develop strategies for personalising customer interactions
• To gain insights into measuring and enhancing customer satisfaction
• To explore innovative techniques for engaging with customers
• To enhance communication skills tailored to customer needs

After completing this Customer Experience Training, delegates will have a thorough understanding of how to enhance customer experiences effectively. They will be equipped with practical tools and strategies to make impactful changes in their customer interactions, leading to increased customer satisfaction and loyalty.

What’s included in this Enhance Customer Experience Course?

• World-Class Training Sessions from Experienced Instructors
• Enhance Customer Experience Certificate
• Digital Delegate Pack