46 Customer Experience Management courses delivered Live Online

Customers are astute and well-practised in researching and seeking information, solutions and added value in the minimum number of clicks online. There's only so much time they're willing to spend carrying on clicking. This mentality isn't just restricted to the world of B2C. In our increasingly hectic world, where information is expected to be available instantly, it applies just as much to B2B. In this workshop, we look at how putting yourself in the shoes of your customer and mapping their decision-making and buying journey is critical to ensuring that you provide what they perceive as fast solutions and added value. You will learn all about the three pillars for creating competitive brand experiences: Customer engagement planning puts you firmly in the shoes of your customer, helping you to build meaningful marketing communications delivered through the right resources at the right time to inspire your customers to engage with you. This programme will help participants to: Understand the evolution of the customer buying journey Map a customer buying journey for your brand or solutions Understand the customer micro-moments and signals indicating interest and buying intent, both online and offline Apply the psychology of branding to build marketing communications with impact Develop sales and marketing content that differentiates your brand(s) from the competition by demonstrating unique value and how you can meet your customer's needs 1 The evolution of the customer journey Understand how the use of mobile has had an impact on the customer buying journey where today's customers can research and compare products and solutions whenever and wherever they like, making the purchase journey even less linear Explore how marketers are adapting to this new customer behaviour and drawing upon various strategies to win the hearts and minds of their audiences 2 The See-Think-Do-Care framework Explore the many different frameworks used to track the customer journey Understand and apply the modern marketing model, where the internet has enabled the customer to hop between multiple touchpoints before making a purchase decision 3 Customer micro-moments and signals in their buying journey Understand the online and offline moments when customers seek information to research and make buying decisions Apply this understanding to build a marketing communication plan to reach customers at all stages of their buying journey 4 The role of branding in the customer journey Explore the psychology of branding Learn how to ensure your branding is relevant to your target customer needs Bring together your brand value and story to achieve brand loyalty 5 The Why-How-What framework Apply a systematic approach to build a successful and compelling brand Understand how starting with 'why' will help build your brand purpose Apply the content marketing matrix to communicate your brand's value Apply the hero-help-hub model to build engaging content marketing Actionable outcomes We will use your brand examples to provide opportunities for practice: You will learn and reflect on best practice examples of customer engagement You will discover your brand value, purpose and the 'sweet spot' to drive engagement with your customers You will create a customer engagement plan that can be implemented immediately within your business You will receive immediate feedback on your customer engagement plan You will have the opportunity to share common issues and solutions with your colleagues in the group

leadership management training course customer service training

Duration 1 Days 6 CPD hours This course is intended for This course is intended for customer service professionals with any level of experience who want to expand their knowledge, improve their skill set, and increase the understanding of customer benefits. Overview In this course, you will develop the skills to coach for results. You will:  Describe the benefits of customer service, identify internal customers, identify the benefits to you of giving good customer service, and identify how you can help your company to excel. Identify the major trends in customer service today and the combination of criteria required for customer satisfaction. Identify the benefits of bringing respect, emotional support, and a personal touch to customer interactions, and apply the personal touch to customer interactions. Identify the six categories of face-to-face communication, the critical success factors in face-to-face communication, and the benefits of actively listening to your customers. Identify remote customer service communication channels and apply remote customer service best practices. Identify guidelines for handling unreasonable customers, explore ways to handle angry customers, and identify guidelines for handling unhelpful colleagues. Take action to increase the loyalty of the customers you serve. You will also identify guidelines for dealing with moments of truth, identify the benefits of customer complaints, identify the steps in the service recovery process, and analyze the moments of truth in a real-life situation. As a customer service representative, you are expected to handle customer interactions in the best way possible. The expectations of both your company and your customers hinge on your ability to provide the right service in the right way. In this course, you will explore the background and techniques of customer interactions.Providing quality customer care ensures that every single contact with your company is a positive experience. Customers can range from external consumers to internal employees in other departments. Knowing how to provide the same level of service to all customers will enrich your time spent at work by establishing positive business relationships. Recognizing crucial points throughout customer interactions increases your ability to solve problems and offer affirmative solutions. Applying this knowledge to trends in service and consumer desires allows you to contribute to the company?s bottom line and make a customer?s life a little easier. Understanding Customer Service Describe Customer Service Benefits Recognize the Importance of Internal Customer Service Identify How Customer Service Benefits You Excel with Customer Service Identifying How Customers Define the Success of Your Company Recognize Trends in Customer Service Identify Criteria for Customer Satisfaction Increasing Customer Satisfaction Identify Characteristics of the Personal Touch Create Lasting Positive Impressions on Your Customers Providing Face-to-Face Customer Service Identify Categories of Face-to-Face Contact Understand the Critical Success Factors in Face-to-Face Customer Service Identify the Characteristics of Active Listening Providing Remote Customer Service Identify Remote Customer Service Communication Channels Apply Remote Customer Service Best Practices Engaging Difficult Customers Serve Difficult Customers Manage Angry Customers Deal with Difficult or Unhelpful Colleagues Increasing Customer Loyalty Optimize Moments of Truth Recognize the Value of Customer Complaints Identify the Stages of the Service Recovery Process

Duration 4 Days 24 CPD hours This course is intended for A Dynamics 365 Customer Engagement Functional Consultant is responsible for performing discovery, capturing requirements, engaging subject matter experts and stakeholders, translating requirements, and configuring the solution and applications. The Functional Consultant implements a solution using out-of-the-box capabilities, codeless extensibility, application, and service integrations. Overview Install and configure the customer service app Identify common customer service scenarios Complete a case resolution process Analyze customer service data Automate case management record processing Create and use knowledge articles Create and use entitlements and service level agreements Microsoft Dynamics 365 for Customer Service offers any organization an opportunity for customer success. Using tools such as automatic case creation and queue management frees up time to dedicate where a greater impact can be made, directly with customers. Our team of globally recognized experts take students step by step, from creating cases, to interacting with customers, to resolving those cases. Once those cases are resolved, students will learn from data analysis the key details to help resolve similar cases faster or avoid new issues altogether. Customer Service Overview Lesson 1: Create case records Lesson 2: Related service apps Lesson 3: Analytics for service Lesson 4: AI for service Lesson 5: Configuring customer service Lesson 6: Module summary Case Management Lesson 1: Case management overview Lesson 2: Creating case records Lesson 3: Queue management Lesson 4: Case routing Lesson 5: Resolving cases Lesson 6: Module summary Service Level Agreements and Entitlements Lesson 1: SLA and entitlement overview Lesson 2: Create and manage entitlements Lesson 3: Create and manage S Knowledge Management Lesson 1: Knowledge management overview Lesson 2: Authoring and organizing Lesson 3: Use knowledge content Lesson 4: Manage knowledge content Lesson 5: Module summary Additional course details: Nexus Humans MB-230T01 Dynamics 365 for Customer Engagement for Customer Service training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward. This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts. Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success. While we feel this is the best course for the MB-230T01 Dynamics 365 for Customer Engagement for Customer Service course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you. Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.

An area that many small and new businesses struggle with is developing and defining their approach to marketing. Creating a marketing strategy document is something every business owner should do before you start marketing your business.

Duration 3 Days 18 CPD hours This course is intended for The target audience include, but is not limited to:   Relationship managers Customer experience (CX) managers Account managers Service delivery managers Service desk managers Service Level Managers Enterprise Architects Service and Solution Architects Business Analysts Product Owners Marketing Managers Project Managers Portfolio Managers Supplier relationship Managers Vendor Managers Contract Managers Customer experience/User experience Designers Consultants Overview The purpose of this course is to give the delegate the understanding to optimize the value of the journey for all stakeholders, for example, to convert opportunity and demand into value and to drive stakeholder value. Engagement is important in the optimization of service value because, as ITIL Foundation explained, service value is co-created through the involvement of users, customers, sponsors, service providers, or any other stakeholder. This course introduces ways and methods to drive stakeholder value and encourage stakeholders contribute to the creation of service value by exploring the following:   Value propositions Fostering relationships Keeping engagement channels open Shaping demand Designing service offerings Aligning and agreeing expectations Co-creating service experiences Realizing value This course covers key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more. It will provide candidates with the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape. The associated certification exam voucher is included with this course. As an ITIL© Accredited Training Organization of PeopleCert, all students attending this training will be provided with the exam voucher as a part of delivery. How customer journeys are designed Understand the concept of the customer journey Understand the ways of designing and improving customer journeys How to target markets and stakeholders Understand the characteristics of markets Understand marketing activities and techniques Know how to describe customer needs and internal and external factors that affect these Know how to identify service providers and explain their value propositions How to foster stakeholder relationships Understand the concepts mutual readiness and maturity Understand the different supplier and partner relationship types, and how these are managed Know how to develop customer relationships Know how to analyze customer needs Know how to use communication and collaboration activities and techniques Know how the ?Relationship management? practice can be applied to enable and contribute to fostering relationships Know how the ?Supplier management? practice can be applied to enable and contribute to supplier and partner relationships management How to shape demand and define service offerings Understand methods for designing digital service experiences based on value driven, data driven and user centered service design Understand approaches for selling and obtaining service offerings Know how to capture, influence and manage demand and opportunities Know how to collect, specify and prioritize requirements from a diverse range of stakeholders Know how the ?Business analysis? practice can be applied to enable and contribute to requirement management and service design How to align expectations and agree details of services Know how to plan for value co-creation Know how to negotiate and agree service utility, warranty and experience Know how the ?Service level management? practice can be applied to enable and contribute to service expectation management How to onboard and offboard customers and users Understand key transition, onboarding and offboarding activities Understand the ways of relating with users and fostering user relationships Understand how users are authorized and entitled to services Understand different approaches to mutual elevation of customer, user and service provider capabilities Know how to prepare onboarding and offboarding plans Know how to develop user engagement and delivery channels Know how the ?Service Catalogue management? practice can be applied to enable and contribute to offering user services Know how the ?Service Desk? practice can be applied to enable and contribute to user engagement How to act together to ensure continual value co-creation Understand how users can request services Understand methods for triaging of user requests Understand the concept of user communities Understand methods for encouraging and managing customer and user feedback Know how to foster a service mindset (attitude, behavior and culture) Know how to use different approaches to provision of user services Know how to seize and deal with customer and user ?moments of truth? Know how the ?Service request management? practice can be applied to enable and contribute to service usage How to realize and validate service value Understand methods for measuring service usage and customer and user experience and satisfaction Understand charging mechanisms Know how to assess service value realization Know how to prepare to evaluate and improve the customer journey Know how the ?Portfolio management? practice can be applied to enable and contribute to service value realization ITIL© is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo? is a trade mark AXELOS Limited used, under permission of AXELOS Limited. All rights reserved. IT Infrastructure Library© is a registered trade mark of the AXELOS Limited used, under permission of AXELOS Limited. All rights reserved. Additional course details:Notes New Horizons is an Authorised Training Organisation (ATO) for Peoplecert for ITIL4 Nexus Humans ITIL 4 Specialist Drive Stakeholder Value (DSV) with Exam training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward. This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts. Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success. While we feel this is the best course for the ITIL 4 Specialist Drive Stakeholder Value (DSV) with Exam course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you. Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.

Going the digital experience research route? Learn how a human centric approach to digital transformation results in a positive experience for all involved.

Participants gain a foundational understanding of the UX design process, tools and techniques through an engaging mix of theory and practical application exercises.

Introduction to AI for Business

Duration 2 Days 12 CPD hours This course is intended for Operations managers, account representatives, customer service staff, help desk and technical support, and anyone working directly with customer will benefit from this course. Overview Define customer service in relation to both internal and external customers Recognize how your attitude affects customer service Identify your customer\'s needs Generate repeat business with outstanding customer service Build goodwill through in-person customer service Provide outstanding customer service over the phone Connect with customers through online tools Deal effectively with difficult situations This course offers practical tools and techniques to win clients, create loyal advocates for your business, and deliver excellent customer service. Private classes on this topic are available. We can address your organization?s issues, time constraints, and save you money, too. Contact us to find out how. 1. Customer Service - A Baseline Recognizing Your Customers Understanding Your Role in Customer Service 2. Developing A Customer Service Mind-Set Leveraging Your First Impression Feeling Positively About Customers Mastering Moods and Emotions 3. Identifying Customer Needs Understanding the Customer\'s Situation Avoiding Assumption and Prejudgment Meeting Basic Needs Seeking to Exceeding Expectations Building Repeat Relationships 4. Connecting with the Customer Achieving Authenticity through Body Language Responding Effectively to Problems Mastering Online Etiquette Seeking Customer Feedback 5. Dealing with Difficult Situations Effectively Addressing Complaints De-escalating Anger Establishing Common Ground Remaining Calm, Respectful and Objective 6. Effectively Addressing Complaints Creating a Memorable Customer Experience Additional course details: Nexus Humans Providing Outstanding Customer Service training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward. This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts. Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success. While we feel this is the best course for the Providing Outstanding Customer Service course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you. Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.