29 March 2025

Customer Experience Training

The Regency Hotel, Menlyn

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About This Event

In the current competitive market, seamless customer experience is essential for lasting business success. The Customer Experience training course is designed to equip participants with the knowledge, skills, and strategies needed to create memorable interactions that lead to exceptional customer experiences. Whether you’re looking to improve service delivery, enhance customer satisfaction, or boost your organization’s reputation, this course will provide you with a comprehensive understanding of customer needs and how to exceed their expectations. Through practical exercises and real-world case studies, you’ll learn how to turn every interaction into an opportunity to create value and build long-lasting relationships.

What you can achieve through this course

  • Understand customer needs.
  • Enhance customer satisfaction.
  • Build customer loyalty.
  • Strengthen brand reputation.
  • Develop problem-solving skills.
  • Acquire communication techniques to effectively engage with customers.
  • Learn strategies to handle challenging customer situations with empathy and
    professionalism.
  • Boost revenue through word-of mouth and return customers.

Who is this course ideal for?

This course is suitable for frontline employees, customer service representatives, sales teams,  managers, and leaders who are responsible for creating and maintaining outstanding customer experiences.

Tickets

1 Day price- R3000.00

More Info

More info

What Lifetime Empowerments provides:

  • Facilitation by subject expert
  • Learning materials
  • Relevant exercises and activities
  • Electronic certificates
  • Post-course enquiry sessions with facilitator
Agenda
Agenda

Day 1: 29 March 2025, 8:30-16:00

Course content

Module 1: Understanding Customer Experience

  • Importance of customer experience in today’s competitive landscape
  • Customer expectations vs. customer perceptions
  • Customer journey mapping and touchpoint analysis

Module 2: Effective Communication and Engagement

  • Verbal and non-verbal communication skills
  • Active listening techniques
  • Positive language and tone in customer interactions

Module 3: Handling Challenging Customer Situations

  • De-escalation techniques for diffusing tense situations
  • Turning complaints into opportunities for improvement
  • Resolving issues with empathy and understanding

Module 4: Gathering and Utilizing Customer Feedback

  • Methods for collecting customer feedback (surveys, interviews, social media, etc.)
  • Analyzing feedback to identify areas for improvement
  • Closing the feedback loop with customers

Module 5: Fostering Teamwork for Exceptional Customer Experiences

  • Collaboration among departments to deliver seamless experiences
  • Internal communication for a unified customer approach
  • Sharing success stories and lessons learned

Module 6: Personalizing Customer Interactions

  • Creating personalized customer experiences at scale
  • Anticipating customer needs and preferences
  • Building emotional connections with customers

Module 7: Problem-Solving for Customer Success

  • Empowering frontline staff to resolve issues independently
  • Best practices for handling complex customer challenges
  • Turning dissatisfied customers into brand advocates

Module 8: Measuring and Tracking Customer Satisfaction

  • Key performance indicators for evaluating customer experience
  • Using data to make data-driven decisions
  • Continuous improvement for sustainable customer excellence
Venue

Venue

The Regency Hotel

Address
27 Matroosberg Road, Menlyn, Pretoria, 0065

Facilitator

FACILITATOR PROFILE

Belinda Wagner

Knowledge Areas of Expertise:

  • Digital Marketing Strategies 
  • Consumer Behavior Customer
  • Relationship Management (CRM) Marketing Analytics
  • Branding and Brand Management
  • Content Marketing

Qualifications:

  • UNISA Graduate School Of Business Leadership: Doctorate in Business Leadership.
  • Bond University: Masters of Business Administration.
  • Global Business School: IMM – Marketing Management.
  • ENNEA International: Level 1 5LQ Practitioner Certification &; Certification as a Team Facilitator.
  • Gray Training: Assessor – conduct moderation of outcomes-based assessments.

Experience:

  • Facilitator – Stellenbosch Business School (SBS)
  • Faculty – SA Business School
  • Faculty –Johannesburg Business School
  • Group coach: Business planning &; team dynamics – Johannesburg Business School   
  • Learning Process Facilitator – Stellenbosch Business School
  • Lecturer for Wits Business School – Management Advancement Programme
  • Lecturer Graduate School of Marketing (IMM)

Career

  • Bella Alma – Managing Director
  • Learning Edge – Director
  • Wagner Consulting – Managing Director

The Regency Hotel, Menlyn
29 March 2025

Please enter email to start or resume delegate registration

Event manager
Sicelo Masuku
bookings@lifetimeempowerments.co.za