Introduction to Customer Experience
The ‘Introduction to Customer Experience’ short course introduces the main principles of customer experience and how it aligns with the values of The Salvation Army. Delegates will have the opportunity to explore who are our customers, discuss best practice in communication and examine how to solve common problems and respond effectively.
By the end of the course, learners will:
- Consider how the values of The Salvation Army inform customer service.
- Distinguishing between customer service and customer experience.
- Explore who our internal & external customers are.
- List poor and excellent standards of communication and Identify behaviours for communicating with empathy.
- Examine customer scenarios and distinguish between positive and reactive language.
- Evaluate the benefits of complaints and practice a tool for responding to common problems.
Learning hours: 6 Hours.
Learning Platform: Zoom.
Timings: 9am-1pm each day.
Other courses helpful for development: Future Learn’s Customer Experience Design for Customer Success: Designing Great Customer Experiences course.
Who Should Apply:
Any officer or employee of the Salvation Army.
Note: Should an employee/officer book a place on a course but then subsequently fail to attend or complete the course, repayment of cost of the course will be charged to the department/appointment concerned (recoverable from the individual) (Policy CS04 Sect 6.5).