Learn how to create customer experiences that will keep your customers coming back.

Understand the key components of excellent customer service and how to implement them in your business.

Learn how to review your business for areas of improvement and use change management techniques to become customer-focused.

Unlock Your Business's Potential

In this beginner level course, you will gain valuable insights and strategies to enhance your customer relationships and create exceptional customer experiences. By the end of this course, you will have the tools and knowledge to understand the impact of customer experiences and implement changes to take your business to the next level.

Course Curriculum:

12 Chapters · 56 Lessons

  1. 1

    Introduction

    1. Introduction to the Customer Experience Course Free preview
    2. Introduction to Lisa Baker Free preview
    3. What to Expect From the Course Free preview
    4. (Included in full purchase)

      Course Method Checklist

    5. (Included in full purchase)

      Where to Gain Support Throughout the Course

  2. 2

    Stage One - Survey Customers

    1. Explanation of Customer Surveys Free preview
    2. (Included in full purchase)

      Ways to Gather Feedback

    3. (Included in full purchase)

      Encouraging Survey Completion

    4. (Included in full purchase)

      Survey Creation

    5. (Included in full purchase)

      Survey Questions Walk Through

    6. (Included in full purchase)

      Survey Email Example

    7. (Included in full purchase)

      Contacting Customers

    8. (Included in full purchase)

      The Results

    9. (Included in full purchase)

      Written Feedback

  3. 3

    Stage Two - Learn the Process

    1. (Included in full purchase)

      Introduction to the Method

    2. (Included in full purchase)

      What is a Customer

    3. (Included in full purchase)

      What is Customer Services?

    4. (Included in full purchase)

      Customer Service Example

    5. (Included in full purchase)

      What is Customer Excellence?

    6. (Included in full purchase)

      What is Customer Experience?

    7. (Included in full purchase)

      Customer Experience Worksheet

    8. (Included in full purchase)

      Importance of the Customer Experience

    9. (Included in full purchase)

      What is Customer Journey Mapping

  4. 4

    Stage Three - Define Customer Processes

    1. (Included in full purchase)

      List & Prioritise Your Processes

    2. (Included in full purchase)

      List of Processes Worksheet

  5. 5

    Stage Four - Process Review

    1. (Included in full purchase)

      Customer Journey Mapping Template

    2. (Included in full purchase)

      Work Through Each on the List

  6. 6

    Stage Five - Review Customer Feedback

    1. (Included in full purchase)

      Review Feedback from Survey

    2. (Included in full purchase)

      Written Feedback Worksheet

  7. 7

    Stage Six - Improvement Process

    1. (Included in full purchase)

      What is an Improvement Process

    2. (Included in full purchase)

      Create a Spreadsheet of Potential Improvements

    3. (Included in full purchase)

      Improvement Worksheet

  8. 8

    Stage Seven - Plan Improvements

    1. (Included in full purchase)

      Planning Improvements

    2. (Included in full purchase)

      Change Form Example

    3. (Included in full purchase)

      Change Schedule Spreadsheet

    4. (Included in full purchase)

      Testing Spreadsheet

    5. (Included in full purchase)

      Back Out Plan

    6. (Included in full purchase)

      Backout Plan Template

    7. (Included in full purchase)

      Organise Announcements, Maintenance & Schedule the Change

    8. (Included in full purchase)

      Announcement Examples

    9. (Included in full purchase)

      Announcement Preparation Template

  9. 9

    Stage Eight - Implement Changes

    1. (Included in full purchase)

      Follow the Schedule

    2. (Included in full purchase)

      Testing Changes

    3. (Included in full purchase)

      Announce Completion of Change

    4. (Included in full purchase)

      Documentation

    5. (Included in full purchase)

      Documentation Template

  10. 10

    Stage Nine - CSAT & Lessons Learnt

    1. (Included in full purchase)

      Lessons Learnt Template

    2. (Included in full purchase)

      Resurvey Later

    3. (Included in full purchase)

      Schedule reviews of Journeys

  11. 11

    Bonus Chapter - Reviewing Your Customer Service

    1. (Included in full purchase)

      Review Customer Emails, Messages, Language

    2. (Included in full purchase)

      Standardised Responses

    3. (Included in full purchase)

      Simple Ways to Improve the Way You Communicate

    4. (Included in full purchase)

      Building Customer Relationships

  12. 12

    Outro

    1. (Included in full purchase)

      Review

    2. (Included in full purchase)

      Achievements

    3. (Included in full purchase)

      Thank you

Ready to Elevate Your Business?

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£257.60

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