Customer Experience Excellence

Training Objectives

Participants will learn how to:

• Anticipate changing customer requirements and prepare self/ team to meet such requirements
• Understanding of customer relationship management (CRM) techniques and concepts and ability to use such concepts to attract and retain customers for Omantel
• Assess customer satisfaction through formal and informal channels and works towards removing barriers that impact customer satisfaction levels
• Listen patiently to customer concerns / issues and assures them of a resolution

Module Outlines

Module 1: Enabling your Customer Experience (CX) Strategy

• What is Customer Experience ?
• Developing customer experience transformation program is a challenge.
• How to develop and implement a coherent customer experience strategy
• Developing an outside-in perspective across the organization
• Customer Experience Management framework
• The role of the customer experience professional

Module 2: Tools and processes to help you bring your organization closer to your customers

• Develop an understanding of internal and external customer expectations
• Effective techniques for bringing the voice of the customer into the organization.
• How to plan and implement customer experience insight
• The Kano model
• Establishing the right Customer KPIs
• Organizational alignment and buy-in from the leadership to individual contributors
• Exercise : case study

Module 3 : Discovering your Customer’s Journey with your Organization

• Customer Journey in a Nutshell
• Importance of Customer Journey Mapping
• Customer Journey model
• Customer journey mapping vs. internal processes
• Exercise : case study

Module 4: Engaging your employees and customers to enhance loyalty, happiness, and profitability

• Customer experience vs. employees experience
• Keeping your employees engaged
• Promote widespread awareness of customer experience issues and priorities.
• Raising the awareness and consciousness of all employees as to the importance of being a customer-centric organization
• Exercise : Case study

Module 5: Measuring your customer experience – What is working?

• What is Net promoter Score (NPS)
• Is the Net Promoter Score (NPS) the best measure for predicting customer loyalty?
• Is the promoter score the best measure to have alone, do we need a composite index measure?
• Customer effort score what is all about?
• How often should your CEM KPIs be re-evaluated?
• The WOW Factor: Going the extra mile… and then some more!
• Exercise : Case study

Module 6 : Creating a customer centric culture

• The definition of customer centricity?
• Guiding your organization to a more customer-centric future.
• Is your organization CX ready?

Customized Learning

Leap To Success is offering a variety of learning options to meet current realities and can be adapted to suit your business needs. These options include variants of online, blended and on-site course formats.

Face To Face Learning

Enabling you to have a face to face interactive and engaging learning experiences led by renowned industry experts and thought leaders with extensive practical experience who will employ a variety of interactive learning techniques, including short high-impact videos, case studies, assessments, role plays, in addition to on-going support.

Virtual Learning Labs

Interactive online learning held in real-time using Zoom and are led by international subject matter experts who incorporate case studies, breakout rooms, guided practice, simulations and discussions to maximise your learning experience.

General Methodology

Similar to any L2S training program, this program offers an interactive learning experience in which will allow the delegates to reflect on their learning through an informative, indulging, and fun classroom experience. The design of the training session focuses on the following attributes.

• Concrete Experience: The delegates will learn by doing
• Reflective Observation: Reflecting on the newly experienced skill-set
• Abstract Conceptualization: Developing deeper understanding to the learned concepts
• Active Experimentation: providing the delegates with realistic tools that can be tested in the real life

Case studies will be customized to cover client’s specific operations