Customer Experience Management
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Management gurus talk about the need to
delight' customers, meaning to exceed their expectations in a way that is surprising and pleasing. This, however, is easier said than done; attempts to offer new and unusual service experiences can be expensive, time-consuming and can often backfire. This two-day programme is designed to get behind the hype to look at the practicalities of creating satisfying service experiences. You will learn techniques for managing and developing the many elements that contribute to a service experience. You will also explore different ways of pursuing that elusive goal ofthe delighted' customer.
What do I get out of it?
By the end of the programme you will:
- Understand how the servicescape supports the management of the customer experience
- Create, design and delivery new service products
- Monitor and control the delivery of customer experiences
- Understand the potential and limitations of self-service technology
- Gather data which enables continuous improvement
What does it cover?
The programme will cover the following topics:
- Experiences, emotion and value in service delivery
- Designing the servicescape
- Creating satisfying customer experiences
- Managing service quality
- Customer relationship management
- Making use of technology in services
- Service recovery
- Putting it all together
How will I learn?
This stimulating programme with feature a rich mix of real-life examples, lectures, and group sessions. It is designed to be highly engaging and practical. As such, participants are expected to contribute their own perspectives and take an active part in group activities.
Who should attend
This programme is designed for anyone who is involved in service management or delivery. You may already be in a managerial position as a leader of a small team or a larger department, or are about to step into a managerial position. The programme is designed to suit a range of commercial and non-profit sectors, including services, retail, manufacturing, charity and the public sector.