Customer Experience Management (In-house Course)

Customer Experience Management (In-house Course)

Course Description


This training is to make employees psychologically ready, supported with the skills-set to deliver impeccable customer service. After the programme, employees will be able to attend to more service demands and, in the process, strengthen the organisation’s brand equity in a way that creates more customers.

Course Outlines:

  • How CEM Differs from Customer Service
  • General Overview of Customer Experience Management (CEM)
  • CEM Strategy
  • Creating Differentiated Experiences at Touch Points
  • Moments-of-Truth at Experience
  • Voice of the Customer (VOC)
  • Target Experience – Formulate Effective Experience Strategy
  • CEM Implementation Roadmap
  • Designing Effective Customer Experience


Course Outcomes:

The training will enable employees to relate effectively with both internal and external customers and across every touch points regarding their key result areas especially in critical ones like:

  • Team spirit
  • Knowledge of Internal-Customer concept
  • Responsiveness and Time management
  • Personal initiatives
  • Interpersonal communications

About Instructors

Who should attend?

Customer service representatives, technical and support personnel, field service representatives, account managers, credit and billing specialists, small business owners—as well as managers who want customer service training in order to reinforce their skills and train their staffs.



Class Size Requirement
There is a minimum requirement of five (5) persons per class for our in-house courses.

Further Enquiries
For further enquiries please contact our learning advisors by calling +234 1 293 1980 or email and we promise to respond in less than 24 hours.

About Instructors


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