Customer Experience Essentials
Customer Experience Essentials helps SMB teams build a stronger and more consistent customer service function. The program covers the full customer experience lifecycle, advanced communication, complaint resolution, escalation management, multi-channel service standards, customer retention, service recovery, performance measurement, and AI-assisted service support.
Program Detail
Online
$8,640 + HST per trainee
Duration
12 Weeks
Application Status
Open
Module 1: The Customer Experience Framework
Module 2: Advanced Communication & Empathy
Module 3: Complaint Handling & Resolution Standards
Module 4: Escalation Management & Difficult Conversations
Module 5: Multi-Channel Service Consistency
Module 6: Customer Retention & Recovery
Module 7: Measuring Service Performance & AI-Assisted Service
Module 8: The Customer Service Playbook & Team Standards
Customer Experience Essentials
Advanced customer experience training focused on service standards, escalation, retention, multi-channel consistency, and service performance.
Highlights and Key Outcomes
Customer Experience Essentials is a 12-week instructor-led program designed for SMB teams that want to move from reactive service to a more structured and consistent customer experience function.
The program covers the full customer experience lifecycle, including service standards, advanced communication, complaint resolution, escalation management, multi-channel service consistency, customer retention, service recovery, and AI-assisted service support. It is designed for teams that want service quality to depend on shared standards and repeatable practices, not individual habits.
By the end of this program, participants will be able to:
Design a structured customer service framework
Apply advanced communication and empathy techniques
Build a complaint escalation process with defined resolution standards
Improve service consistency across phone, email, chat, social, and in-person interactions
Use service recovery practices to reduce churn risk
Apply AI-assisted service tools to improve response speed and consistency
Curriculum Details
Module 1: The Customer Experience Framework
Participants map a sample customer experience lifecycle and identify common high-risk service touchpoints. The module introduces a structured service interaction model and helps teams understand where service issues are most likely to affect retention.
Module 2: Advanced Communication & Empathy
Participants learn how to communicate with warmth, authority, and structure during more complex service interactions. The module introduces the Acknowledge, Align, Advance framework and includes practice with tone, written communication, and high-pressure customer scenarios.
Module 3: Complaint Handling & Resolution Standards
Participants learn how to manage complaints as a structured process rather than a one-off reaction. The module covers root-cause diagnosis, resolution options, first-contact resolution, and building confidence through a clear complaint resolution approach.
Module 4: Escalation Management & Difficult Conversations
Participants learn when escalation is needed, how to hand off issues properly, and how to manage difficult or unreasonable customer conversations. The module focuses on keeping control of the interaction while preserving customer confidence.
Module 5: Multi-Channel Service Consistency
Participants examine how service quality changes across phone, email, live chat, social media, and in-person interactions. The module helps teams create consistent communication standards and design smoother handoffs between automated and human support.
Module 6: Customer Retention & Recovery
Participants learn how service recovery can turn a poor experience into a retention opportunity. The module covers follow-up practices, churn-risk triggers, and recovery actions for common high-impact complaint scenarios.
Module 7: Measuring Service Performance & AI-Assisted Service
Participants learn how to measure service quality using leading and lagging indicators such as first-contact resolution, handle time, escalation rate, CSAT, NPS, and churn. The module also introduces AI-supported service tasks such as drafting responses, summarizing complaint threads, and improving templates.
Module 8: The Customer Service Playbook & Team Standards
Participants review how the frameworks, response approaches, and performance concepts covered in the program can be organized into a reference guide for continued practice.
Who Should Attend
This program is designed for:
Managers and team leads who want a more consistent service function" and "Supervisors responsible for customer service quality
Customer service managers and team leads responsible for service quality
Operations managers who want service connected to measurable business systems
Frontline staff who are ready to move into a more advanced customer service capability
What Participants Work On
Throughout the program, participants complete practical exercises using standardized customer scenarios, complaint case studies, and multi-channel service examples. Activities include complaint case study analysis, de-escalation roleplay, response template exercises, retention scenario practice, and service performance concepts.
Participants leave with stronger service consistency, clearer escalation habits, and practical tools to improve customer experience across the team.
Faculty
Vyona Ma,
CSL
Michael Izzi,
JD/MBA
