Lesson series
Introduction to Customer Experience
For new graduates, early starters and new beginners in CX and AI
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Sessions for everyone
Week One (Days 1-5)
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INTRODUCTION TO CX: DAY 1
What is CX?
We’ll dive into CX (Customer Experience) - discovering what it is, its history and how it differs from CS (Customer Service)
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INTRODUCTION TO CX: DAY 2
Rocket Parts
We’ll explore factors affecting customer service tools and technologies and decoding some of the industry acronyms
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INTRODUCTION TO CX: DAY 3
Top CX Challenges
We’ll help you understand CX challenges, improve customer interaction skills and measure customer satisfaction effectively.
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INTRODUCTION TO CX: DAY 4
Evaluating Performance Through Analytics
Uncover customer satisfaction, NPS, CSAT and the mechanics behind their workings
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INTRODUCTION TO CX: DAY 5
Creating a Winning Mindset
Master strategies for motivation, emotional intelligence and to cultivate an unstoppable winning mindset to help you excel in challenging situations
Sessions for everyone
Week Two (Days 6-10)
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INTRODUCTION TO CX: DAY 6
Understanding AI and its Importance
Discover AI concepts, and explore the power of human-AI teamwork with our deep dive into the world of AI tools and how they can supercharge your performance
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INTRODUCTION TO CX: DAY 7
Trusted Advisor: Authentic Account Management
Master the art of establishing trust through authenticity, communication and proactive habits that help you build lasting relationships
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INTRODUCTION TO CX: DAY 8
Solving Customer Problems at the Source with RCA
Introducing RCA (Root Cause Analysis) and how it can enhance your chances of providing customer satisfaction and operational efficiency
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INTRODUCTION TO CX: DAY 9
Effective Strategies for Handling Upset Customers
Boost customer satisfaction and build loyalty with strategies to help you engage in authentic, customer communications that end in resolution
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INTRODUCTION TO CX: DAY 10
Supporting Vulnerable Customers
We define vulnerability and explore legal protections and effective support strategies that provide effective support
Sessions for everyone
Week Three (Days 11-15)
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INTRODUCTION TO CX: DAY 11
Workplace Wellness: Reducing Stress
Improve your awareness of work-related stress and adopt self-care strategies to develop resilience when facing workplace challenges
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INTRODUCTION TO CX: DAY 12
Top CX Sales Tips: Intro to Sales
Master CX sales with techniques to help you close cases, communicate effectively and manage your reputation for business success
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INTRODUCTION TO CX: DAY 13
Transforming Case Studies into Powerful Stories
Utilise case studies and testimonials to provide compelling reasons for customers to buy, boosting trust and improving sales
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INTRODUCTION TO CX: DAY 14
Understanding CX with Journey Mapping
Unlock Customer Experience insights through journey mapping, to better understand customers and deliver effectively
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INTRODUCTION TO CX: DAY 15
Market Insights and Competitive Analysis Essentials
Gain essential marketing insights and master competitive analysis techniques that help drive strategic directions and business growth
Sessions for everyone
Week Four (Days 16-20)
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INTRODUCTION TO CX: DAY 16
Anticipating Customer Needs
Learn proactive strategies that help you predict and resolve customer problems to foster positive, long-term relationships and customer loyalty
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INTRODUCTION TO CX: DAY 17
Listening Actively and Adapting
Master active listening techniques to enhance customer interactions, build rapport and meet their needs effectively and empathetically
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INTRODUCTION TO CX: DAY 18
Presenting Solutions and Closing Sales
Master the art of conversion by delivering practical and persuasive techniques to satisfy customer needs and drive successful customer engagements
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INTRODUCTION TO CX: DAY 19
Proposing a New Way: Reframing your Pitch
Develop a dynamic approach to pitching solutions by addressing customer objections and uncertainties effectively
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INTRODUCTION TO CX: DAY 20
Fastracx Bonus Module
An extra module to get you geared up and ready for real world customer experience scenarios

THE GREENHOUSE
106 - 108 ASHBOURNE RD
DERBY
DE22 3AG
GB
106 - 108 ASHBOURNE RD
DERBY
DE22 3AG
GB