Enhancing the Customer Experience
Elevate your customer service from transactional to transformational. Learn to create memorable experiences that build loyalty and drive revenue.
This course includes:
- 5 hours of video content
- 6 lessons
- Downloadable resources
- Certificate of completion
- Lifetime access
What You'll Learn
Course Curriculum
6 lessons • 4h 35m total
Understanding CX – What It Is
45 min
Customer Service vs. Customer Experience
40 min
The Business Case – Why CX Investment Matters
45 min
Customer-Centric Communication Principles
50 min
Active Listening and Empathetic Responding
45 min
The Customer Experience Model in Action
50 min
About This Course
This course transforms the way you think about customer interactions. Moving beyond basic customer service, you'll learn to create proactive, memorable Customer Experiences that build lasting loyalty.
You'll understand the difference between reactive Customer Service and proactive Customer Experience, master customer-centric communication techniques, and learn to apply a proven CX model that creates positive impressions at every touchpoint.
Whether you serve internal or external customers, this course gives you the practical tools to elevate every interaction and drive measurable business results.
Requirements
- No prior experience required
- Applicable to anyone who interacts with internal or external customers
- Willingness to change how you approach customer interactions
Your Instructor
Karen Tomlinson
BSc MBA FICB
Maxwell Leadership Certified Speaker, Trainer, and Coach with 30+ years of banking leadership experience. Karen has trained over 1,200 professionals across Jamaica and the Caribbean.