Executive Summary

Improving Customers' Experience Strategies and Transformation – Staff Edition (1 Day)

This highly practical 1-day course is designed specifically for frontline staff, contact centre agents, sales teams, service employees, and support roles across all departments. It demystifies Customer Experience (CX) and shows every employee – regardless of level or function – how their daily actions directly shape customer perceptions, loyalty, and business success. Using simple language, real-life examples, interactive role-plays, and hands-on exercises, participants learn easy-to-apply techniques to delight customers, solve problems faster, and turn ordinary moments into memorable ones. No prior CX knowledge is required. By the end of the workshop, every attendee will leave with a personal “CX Toolkit” of behaviors, phrases, tools, and habits they can use from day one to make customers feel valued and keep them coming back.

Course Objectives

1. Over the two days, the programme will help general staff to:
2. Understand what Customer Experience really means and why every role (even “back-office”) matters to the customer
3. Recognize the emotional and practical needs of customers at different journey stages
4. Master simple, proven techniques to listen better, show empathy, and recover upset customers
5. Spot common pain points in their own area and suggest quick improvements
6. Use positive language, small “wow” moments, and personal touches to create happier customers
7. Collaborate better with colleagues to deliver a seamless hand-off experience for customers
8. Measure their own impact using easy daily/weekly feedback habits

Expected Learning Outcomes

By the end of the 2-day course, participants will be able to:

• Explain in their own words how their individual role contributes to the overall customer experience and to company results
• Actively listen and demonstrate genuine empathy in every customer interaction (face-to-face, phone, email, or chat)
• Turn negative situations into positive outcomes using a simple 4-step service recovery model
• Consistently use positive, customer-friendly language and avoid phrases that frustrate customers
• Identify at least 3–5 quick-win improvements in their own team or process and present them confidently
• Create memorable “signature moments” for customers using low-cost, high-impact ideas
• Collect and act on customer feedback in their daily work (e.g., one-question surveys, follow-up calls, or thank-you notes)
• Feel more confident, motivated, and proud about the role they play in keeping customers happy and loyal
• Participants receive a pocket-sized “CX Playbook” with checklists, phrase cards, recovery templates, and daily habit trackers to keep the learning alive long after the course ends.