Certificate in Measuring, Monitoring & Improving Customer Experience
How to listen to the voice of your customers and the voice of your processes
Sign Up for Certificate in Measuring, Monitoring & Improving Customer Experience
Course Overview
In today's highly competitive landscape, delivering exceptional service isn't just an added benefit—it's a necessity. Service excellence is the cornerstone of building lasting customer relationships, fostering loyalty, and distinguishing your brand from the competition. This course is designed to equip you with the strategies required to consistently exceed customer expectations and create memorable experiences that will keep them coming back.
Learning Outcomes
- Present a business case for developing service excellence
- Recall how to develop customer-centric culture based on a comprehensive understanding of customer expectations and customer experience
- List the dimensions of customer service
- Recognise how customer expectations arise
- List the four gaps that are potentially the causes of customer experience not matching the customer expectation.
Learning Style
It is our intention to give you an opportunity to understand the nature and practice of operations management. To do so we will present you with a range of learning experiences including presentations, case studies, exercises and simulations.
Run this course in-house
Informa Connect Academy’s customised training solutions have helped organisations deliver tailored learning in different languages to suit every requirement.
Bespoke training designed for your organisation only, combining traditional classroom setting, blended and online learning models
Contact us
Is this course for you?
Who Should Attend
This course is designed for you if you work in customer services, customer Learning Style relations, marketing, sales, service quality, client relations, collections, operations, complaints handling and customer support roles in all sectors of the economy, including manufacturing, finance, health, retail, government departments, etc.
What Will You Gain?
The aim of this 4-day course is to develop the skills needed to improve understanding of all the aspects of customer service that lead to satisfaction and loyalty.
Certification Criteria
You must meet two criteria to be eligible for an Informa Connect Academy Certificate of Completion:
- Satisfactory attendance: You must attend all sessions of the course. If, for any reason, you miss more than 2 hours of the course sessions, you will not be eligible to sit the course assessment
- Successful completion of the course assessment: Assessments will be ongoing and based on in-class participation and activities
Learn More About This Training Course
Delivered by Alan
Alan has been a training and development professional for over fifty years. He began his career in the computer industry and subsequently spent over thirty years in the U.K. banking sector where he held several senior roles in Training Management, Human Resource Management, Operations Management, and Quality Management. In 2003, Alan launched his own consultancy.
Certified by CPD UK
The CPD Certification Service is an independent accreditation centre working across all sectors, disciplines and further learning applications and supports policies of institutional and professional organisations globally.
Run this course in-house
Informa Connect Academy’s customised training solutions have helped organisations deliver tailored learning in different languages to suit every requirement