TRAINING THAT GETS RESULTS
MAXIMIZING THE CUSTOMER EXPERIENCE
ONLINE CERTIFICATION TRAINING PROGRAM
MAXIMIZING THE CUSTOMER EXPERIENCE ONLINE CERTIFICATION TRAINING PROGRAM
Today’s customers are more selective and demanding. Their expectations regarding their service experiences are higher than ever. Customers who are not satisfied with the service they receive spend their hard earned cash elsewhere.
Ensuring this does not happen requires that everyone is equipped with the knowledge and skills needed is today’s economy to retain current customers, build customer loyalty and attract new customers. This means maintaining an exceptional service reputation based on what customers value most.
This program provides the knowledge and skills that will accomplish this.
Individual and Group enrolments available.
Everything you need to know about this unique online certification program and how to become a Certified Customer Experience Professional is provided below.
Individual or Group enrolments available.
Contact us if you want details regarding volume discounts.
Enrol Online and get immediate access to this program.
Individual access for only $197.00 CDN
This video describes this amazing program in detail.
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Preview a Demo
Click here to preview a demo of a portion of Module 1
Preview a Demo
Click here to preview a demo of a portion of Module 1
We can customize this training to reflect your brand and specific customer scenarios.
Become a Certified Customer Experience Professional
Comprehensive: |
Everything you need to know about delivering customer-focused service is contained in 8 narrated and detailed course modules. Whether you serve customers directly or support those who do, this program is a must. More details about each module are provided below. |
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Current: |
All the information, concepts, actions steps and approaches contained in this program are based on recent research and best practices. |
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Practical & Tangible: |
This program is not theoretical. We explore the practical application of best practices, concepts and strategies in a straight forward and tangible way so you can apply what you learn immediately. Throughout the program you build a personal action plan for how you will apply everything covered in this program. |
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Interactive & Engaging: |
This program is briming with stories, examples, tips, tools and video excerpts for you to discover and each course module includes interactive quizzes to test your understanding. We also provide a 42 page study guide to help you maximize your learning experience. |
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Proven: |
This program is based on our highly successful and effective classroom training program Customers Forever. In fact we include video clips from this program where we present many of the customer focus concepts before a live audience. |
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Certified: |
Upon successful completion of this certification program you will receive a certificate of completion and certification as a Certified Customer Experience Professional. This certification is provided by The Training Bank and the Customer Service Institute of America. |
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Convenient: |
You can complete this entire program in the comfort of your home or office. You have access to the program for a full 60 days so you can take your time and even revisit the content after you have completed the program for a quick refresher. |
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Cost Effective: |
This unique online program takes from 6 to 7 hours to complete and is the equivalent of two days of training in the classroom. In the past this type of training was something only larger organizations could afford. Now so can you. This is a tremendous value for the price. |
MAXIMIZING THE CUSTOMER EXPERIENCE ONLINE CERTIFICATION TRAINING PROGRAM - IN DETAIL
Why This Training?
Research is alarmingly clear! Too high a percentage of customers do not believe the vast majority of companies they deal with care about keeping their business and these customers are looking elsewhere in the hope they will find companies who value their business to whom they can become loyal.
Maximizing the experience of your customers requires the understanding, commitment and active participation of everyone in your organization. Service excellence is not simply the job of people who interact with customers. Regardless of your role, the work that you do affects customers in some way. From Accounting to IT, shop floor to sales floor, shipping to marketing and everywhere else in between, your customers are impacted by the work that you do.
Understanding your role in the customer experience and actively taking actions on a daily basis is critical. You need to ensure that the things that you do make a positive contribution to the success of every experience your customers have, when dealing with your Organization. This is critical to your Organization’s long-term success.
Maximizing the Customer Experience will help you to accomplish this!
This program is a must for anyone who serves customers directly or anyone whose work impacts on customers. In short, everyone who wants to maximize the experience of customers.
“Building on the success and sound principles of his book That’s Customer Focus, Ray Miller has now succeeded in offering this in a pragmatic online version. If you want to manage the customer experience you cannot do without managing customer focus and service in detail. Ray has the recipe for the secret sauce and I highly recommend this.”
Eric Fraterman, Customer Focus Expert and Consultant
Overall Learning Objectives
Through this program you will:
- Examine why customer-focused service is an essential business strategy which will contribute to the long-term success of your organization
- Explore what ‘service’ is and why it is important, from the customers‘ perspective, the impact service has on your business, and the real consequences of poor service
- Identify the drivers of customer satisfaction and learn what customers want and expect when it comes to the service they receive
- Examine customer behaviour when it comes to service and determine what you can do to listen to the voice of the customer and what you can do to create value for your customers
- Be able to use a process for tracing the customer’s journey through your organization and use this process to identify what you can do to maximize the customer experience
- Explore your role as an internal service partner, identify who your internal partners are and implement a process for building and maintaining effective internal service partnerships
- Be able to use pro-active service recovery strategies for handling customer service problems and complaints
- Explore the importance of making improvements to your systems, processes and procedures which are aligned with what customer value, and learn what you can do to enhance your continuous improvement efforts.
- Develop a Personal Action Plan for how you will implement what you learn in this course
“This online certification training program is outstanding! Not only is it a sound training program, the approach you’ve created makes it possible for service providers to learn the essentials of service excellence on their own, in a modular fashion. I highly recommend this program to any person or organization that wants to outpace the competition. Thank you for developing this program—it is truly a program that rises above anything else on the market. “
Tom Watson PhD., President Watson Training and Development
This online customer focus training program contains eight modules.
Module 1: Why Service?
Module 2: What is Customer-Focused Service?
Module 3: What Customers Want
Module 4: Understanding Customer Expectations and Perceptions
Module 5: Moments of Truth and Coffee Stains
Module 6: Internal Partnerships
Module 7: When Problems Occur… Service Recovery
Module 8: Enhance and Align the System
There is also an Introduction Module which explains how to use this program and get the most out of your learning experience.
This amazing program will take you from between 6 and 7 hours to complete. The content contained in this program is the equivalent of 2 days in the classroom. Plus, you have access to the system for a full 60 days which means you can go back and revisit any section of the program after you have been certified. This is a tremendous value.
Study Guide and Personal Action Plan
Included with your tuition is a 42 page Study Guide and Personal Action Plan.
This terrific learning resource contains learning activities and a Personal Action Planning tool. The learning activities will help you to apply what you learn as you work on a module. The Personal Action Plan gives you an opportunity to set some goals for yourself so that you can apply what you have learned on-the-job. A detailed explanation of how to use this tool is provided in the Guide.
More About the Program
Each fully narrated module explores all the key principles of customer focus and service excellence in detail. You will also find, tools, tips, situational examples to enhance your understanding of the content. Included in each module you will find short video clips. These clips are taken from a session of our classroom version of this training program.
You will be able to experience first hand many of the key concepts and best practices discussed in this program.
It’s not the same as being there in person but it’s as close as we could get you.
Interactive Quizzes and Tests
As you work through each module you will complete short pop quizzes to check your understanding of what has been covered.
And... at the end of each module you will have the opportunity to complete a Final Quiz which you will need to pass with a 70% pass rate in order to move on to the next module in the program.
Here are a list of the objectives within each Module of the program
Module 1: Why Service?
Upon completion of this module you will:
- understand why service excellence is critical to a company’s success
- understand the financial consequences of good and poor customer service
- understand why you can only differentiate your business through the service you provide
Module 2: What is Customer-Focused Service?
Upon completion of this module you will:
- understand what customer-focused service is from the customers’ perspective
- understand the difference between Service and Services
Module 3: What Customers Want
Upon completion of this module you will:
- understand what customers want when it comes to the service they receive
- see examples of how you can deliver service which has HEART
- have a clear understanding of the definition of customer-focused service
Module 4: Understanding Customer Expectations and Perceptions
Upon completion of this module you will:
- understand how customer expectations are formed
- learn how your actions influence these expectations
- understand the power of customer perception
Module 5: Moments of Truth and Coffee Stains
Upon completion of this module you will:
- understand the concept of Moments of Truth
- use the cycle of service to determine what can be done to satisfy and impress customers
- recognize coffee stains and develop a plan for removing them when you spot them
Module 6: Internal Partnerships
Upon completion of this module you will:
- understand why delivering exceptional service requires cooperation and partnership between employees of different functions and departments
- be able to define “service partners
- be able to identify your service partners
- understand how to build and maintain effective service partnerships
- understand Personal Responsibility and how it applies to working with partners, and to the delivery of customer-focused service excellence
Module 7: When Problems Occur… Service Recovery
Upon completion of this module you will:
- understand why most customers don't complain when it comes to the service they receive
- understand how handling customer complaints and problems impacts on the customer's perception of service quality
- identify ways to make it easier for customers to complain
- understand why you need to have pro-active recovery strategies for predictable or recurring problems
- identify effective methods for dealing with customers when problems occur
Module 8: Enhance and Align the System
Upon completion of this module you will:
- understand the importance of continuous improvement
- understand your role in enhancing and aligning your system
- have reviewed tips for how you can fulfill this role
- understand the importance of creating customer stories
- understand what you need to do in order to create positive service stories
When you have successfully completed all the modules and the Study Guide and Action Plan, you will receive a Certificate of Completion and you will be well on your way to becoming a Customer Experience Professional.
About Your Certification
Your CCEP certification is provided by the Training Bank and the Customer Service Institute of America. This means that this program has passed the rigorous standards of both organizations and that you have demonstrated the required knowledge and skill to be granted this designation. To retain this designation you must consistently demonstrate your commitment to the core values, concepts, best-practices and customer focus principles covered in this program.
Bonus Offer
Upon successfully completing this program you can save 50% off the regular price for an Associate Membership in The Customer Service Institute of American. That’s $87.50 off the regular price. To qualify you must apply for your membership within 30 days of completing the program. Membership can only be purchased using Visa or MasterCard. You can find out more about all the benefits of membership at www.serviceinstitute.com.
Manager’s/Trainer’s Implementation and Embedding Guide
Wouldn’t it be wonderful if every employee implemented everything they learned in a training program? In reality most employees do not unless essential steps are taken prior to the training and critical actions are implemented following the training. When it comes to building and sustaining customer focus, training is just the first step.
This valuable resource will ensure that you maximize your return on investment when enrolling your employees in this program. This 150-page Guide has two key components:
- How to maximize the implementation of the training
- How to embed the key best practices covered in the training into the day-to-day working environment
Implementation
This tool provides you with detailed recommendations regarding how to plan, organize and implement a successful training plan using the online training program. Two proven approaches are outlined or you can customize your own plan. This Guide also contains step-by-step instructions for conducting an effective Kick-Off meeting to launch the training program.
Embedding
Many essential best practices are covered in the online certification program. Ensuring that all your employees utilize these best practices daily requires structure and accountability. The tools provided in this Guide will help you to accomplish this. The Guide contains 19 tested and proven activities which when conducted with your employees will reinforce what is covered in the training and ensure that these best practices are integrated into the fabric of day-to-day life at work.
Each activity comes in the form of a team meeting. These meetings range from 30 to 45 minutes on average. Everything you need to conduct each meeting is provided. This includes:
- Goals and Objectives
- Planning requirements
- Handouts
- Flipchart content
- Detailed step-by-step instructions for conducting the meeting from start to finish
We have also provided additional reference material including instructions on how to use a number of problem-solving and decision-making tools and techniques. In essence, everything you will need to maximize your employees’ learning experience and bring customer focus to life in your department, team or Organization.
The Guide comes in a downloadable Acrobat pdf format and is designed so that you can print it and place the pages in a three ring binder for ease of use.
This resource is available for reproduction by way of license. The price for one license (1 unit) is $149.00. You will need to acquire a license for each manager/trainer using the Guide. Volume discounts are available. Please contact us for particulars.
About the Authors of this Program
This program has been developed by Ray and Laura Miller, the founders of The Training Bank. They are experts in this subject matter and each have over 25 years of experience in customer focus and training design. They have designed and delivered five highly successful training programs which address various key aspects of service excellence and customer focus. Customized versions of these programs have been used very successfully by a wide range of organizations, large and small, in Canada, the United States, the United Kingdom, Europe and the Pacific Rim. They are also authors of two highly successful books: That’s Customer Focus and The Customer Focus Companion.
They bring a wealth of expertise, skill and the practical application of all the latest in customer focus best practices and training design to this unique program.
System Requirements
We want to ensure that your computer is properly set up to run the course. Most people have the correct software on their computers to deploy and run most internet based content but sometimes they do not have the latest versions of this software and as a result they encounter problems running online courseware. To avoid encountering problems with this course please ensure that you have the latest versions of the software typically needed for internet based training. Here is a list of the system requirements needed to ensure this program functions properly.
- Your PC needs to have a high speed Internet connection.
- Operating system: XP or Windows 7
- Browser Compatibility: Internet Explorer 7.0 or higher is required.
- To ensure smooth operation of course enable cookies and scripting
- Disable pop-up blockers
- Your computer needs to have audio and video capability.
- You will need Adobe Flash Player version 10 installed on your computer.
- You will need Java version 1.6. Update 21 or greater installed on your computer.
To obtain the latest version of Adobe Flash 10, please click here.
To check your version of Java, click here.
If you want to be a customer experience professional, this program is a must!
You will be able to use what you learn right away.
Invest in your future success today. This online program is a great value. It’s only $197.00. Much less than you would spend for the equivalent in the classroom and you can experience this training in the comfort of your home or office.
Click on the enrol now button on the right to go to our secure online payment system.
Group Purchases
If you wish to enrol multiple participants or wish to run this program through your own customized Learning Management System (LMS), please contact us. We will be pleased to look after your specific requirements.
Please note that volume discounts apply to enrolments of 11 or more individuals. We will take care of everything including setting up and providing unique user access codes and notifications.
For more information, about group enrolments, please click here to contact us.
Terms and Conditions of Sale
- Access and use of this program is granted to and for the sole use of the individual who has enrolled in the program.
- The content and supporting materials may not be shared or used by anyone other than the individual who has enrolled in this program.
- We warrant that the course provided contains the information as described on this page. We further warrant that it is free of technical defects and, provided the purchaser meets the requirements as described in System Requirements above, the course will deploy and run properly.
- In the event that you are unable to access this program, despite having the required supporting hardware/software as described above please contact us within 48 hours of purchase. If we are unable to correct the problem, we will provide a full refund. If you encounter a problem, email support@thetraningbank.com and describe the difficulty you are having. Please ensure that you include your sales confirmation number. We shall endeavour to correct the problem. If we are unable to do so we shall refund the purchase price.
- Requests for refunds for any other reason, while not normally accepted, will be considered on a case by case basis.
- Please note: Once you have gained access to the online training program and used any part of this training you are deemed to have accepted the terms and conditions of purchase.
What’s Covered on this page:
Benefits and Features
Why this training & preview
Overall Learning Objectives
About the Study Guide
Quizzes and Tests
Module Objectives
About Your Certification
About the Authors
System Requirements
Group Purchases
Terms and Conditions
Manager’s/Trainer’s Implementation and Embedding Guide
Preview a Demo
Click here to preview a demo of a portion of Module 1
You will require a recent version of Adobe Flash Player (10 or higher) in order to play this video.
We have been experiencing a high volume of previews recently so please be patient while the video loads.
You will require a recent version of Adobe Flash Player (10 or higher) in order to play this video.
We have been experiencing a high volume of previews recently so please be patient while the video loads.
Equip your Certified Customer Experience Professionals with the very best customized tools to leverage everything they have learned in this program in order to maximize each and every customer experience.
You will learn how to maximize customer focus and deliver exceptional customer service plus what you need to know and do in order to
maximize your customers’ service experiences.
"Finally an online course that incorporates all of the key elements required for achieving exceptional customer experiences. We at the CSIA were so impressed with the content and training style that we asked if we could endorse the course. The takeaways are exceptional and will assist any individual across a variety of industries in 'upping their game'."
-Christine Churchill, Founder and Executive Director, Customer Service Institute of America
That’s Customer Focus!
Maximizing the Customer Experience
Is this program right for your Team, Department or Organization?
To complete this free, no obligation, anonymous, group online needs assessment.
Is this program is right for you?
To complete this free, no obligation, anonymous, individual online needs assessment
That’s Customer Focus!
Maximizing the Customer Experience
That’s Customer Focus!
Maximizing the Customer Experience
That’s Customer Focus!
Maximizing the Customer Experience