Managing the Branded Customer Experience Training Course Outline

Customer Service Skills

Managing the Branded Customer Experience

2-Day Course l 100% HRDC Claimable

Course Introduction

Managing the Branded Customer Experience workshop introduces the
participants to the Organization Branded Experience and it seeks to
improve on it.

During the workshop, participants will identify and recognize key areas
to manage and improve on the various customer interaction channels
and align the organization wide Customer Experience initiative to allow
their customers to instantly recognized the organizations Branded
Customer Experience.

Learning Objectives

To understand the importance and benefits of implementing a
Branded Customer Experience initiative;
To identify what is Good Service and what is a WOW;
To appreciate the importance of First Impression;
To recognize and act upon the key areas of improvement in customer
interaction processes;
To be able to hire Service Personnel successfully;
To continuous develop the staff to deliver the Branded Customer
Experience;
To re-shape and enhance the organization’s service channel for the
Branded Customer Experience.

Training Modules

Module 1: The Evolution of Customer Service

Module 2: Leading the Branded Customer Experience Vision

Module 3: The Environmental Factors

Module 4: Effective Hiring of Service Professionals

Module 5: Service Performance Management

Module 6: Developing Service Professionals

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Target Audience

For Senior Managers, Heads of Unit / Department, Managers.

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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Customer Service Skills