Creating The WOW Customer Experience Training Course Outline

Customer Experience Skills

Creating the WOW Customer Experience

2-Day Course l 100% HRDC Claimable

Course Introduction

This workshop introduces professionals to the essential and interactive
soft-skills elements associated with superior customer service and
creating the distinct WOW customer experience.

The modules in this workshop will introduce to participants highly
effective interactive customer service skills for face to face encounters
and communication over the telephone.

Learning Objectives

To appreciate the importance of WOW for the Customer;
To improve our communication effectiveness with customers;
To develop the WOW impression and communication skills;
To improve the way we speak on the telephone;
To create the WOW whenever we meet customers;
To set the Customer Expectation for WOW;
To learn how to manage difficult customers.

Training Modules

Module 1: Creating The Organization WOW Branded Customer
Experience

Module 2: Customer Communication and the WOW Impression

Module 3: WOW Telephone Etiquette

Module 4: WOW Service Face to Face

Module 5: Managing Difficult Customers

Module 6: The Way Forward – Building A WOW Customer Centric
Culture

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Target Audience

For Customer Service Representatives, Contact Center Professionals, Customer Relationship Consultants, Business Development & Account Executives.

Training Methodology

This course can be conducted Physically and Online.

Physical Training Methodology
Interactive and experiential — participants learn through group activities, role-plays, discussions and real workplace scenarios.
The trainer will provide live guidance and immediate feedback
to strengthen understanding and practical application.

Online Training Methodology
Engaging and structured — participants join live discussions, breakout rooms, polls and scenario-based activities. Clear visuals and guided facilitation ensure interactive learning and effective application from any location.

Customization

Your talents development comes first. That’s why we tailor every course outline to fit your goals and close any existing skill gaps.

Duration
Flexible learning options from half a day to a 3-day sessions (and beyond)

Content
100% customizable modules to match your organisation’s exact training needs

Methodology
Delivered in your preferred format, be it physical, online or a blended approach

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or Chat with us LIVE

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Customer Experience Skills