Providing World-Class Customer Experience, Service and Satisfaction

الموضوعات والوحدات الرئيسية

• Experience strategy
• Service design
• Frontline enablement
• Recovery standards
• Integrated measurement
• Case exercise: applying service design
• Case exercise: decisions and limits in recovery standards
• Evidence review: checking integrated measurement
• Practical workshop: developing the integrated customer service improvement plan

الفئة المستهدفة

• Customer experience managers
• Service supervisors
• Communication professionals
• Public relations teams
• Client-facing staff

القطاعات ذات الصلة

Retail, Hospitality, Financial services, Public services, Business services

القيمة في مكان العمل

• Provide teams with an integrated customer service improvement plan to support consistent decisions and clearer handovers.
• Strengthen review of recovery standards and integrated measurement using the course exercises and documented findings.
• Support performance follow-up through a defined measure: service gaps closed across priority touchpoints.

اعتبارات التقييم والالتحاق

الالتحاق والاعتراف: The proposed duration covers BEMCON learning delivery. It does not establish an external qualification, personnel certification or operating licence.