City Lit Pro: Improving your Customer Experience
- Course Code: CEN09
- Dates: 20/09/24 - 20/09/24
- Time: 10:00 - 17:00
- Taught: Fri, Daytime
- Duration: 1 session
- Location: Keeley Street
- Tutor: Ketan Varia
Course Code: CEN09
Duration: 1 session
Please note: We offer a wide variety of financial support to make courses affordable. Just visit our online Help Centre for more information on a range of topics including fees, online learning and FAQs.
What is the course about?
This course is for leaners who will benefit from methods and tools to get a better understanding of the customer journey and then improve that journey. The possible outcomes can be higher customer retention, more opportunities to upsell and improved reputation. We will use your real-life customer journeys to test methods.
The course will be interactive and experiential.
What will we cover?
• The Kano model to understand the satisfiers and dissatisfiers of customer needs
• How to map a customer journey and understanding the persona, feeling and thinking at each stage
• Consider operational processes to connect with customers deeper needs and hence retention/growth.
What will I achieve?
By the end of this course you should be able to...
- Learn how to understand customer needs in a structured method
- Experience specific tools around mapping the customer journey
- Explore possible changes you might make in your own organization/business.
What level is the course and do I need any particular skills?
The course is designed for beginners or intermediate learners with little or no experience of the material. It will appeal to all those who would work directly or indirectly with customers.
How will I be taught, and will there be any work outside the class?
The teaching will be a mixture of presentation and exercises.
Are there any other costs? Is there anything I need to bring?
There are no extra costs.
When I've finished, what course can I do next?
Please click here to view our business skills courses.
Ketan teaches courses in Business Skills and Indian Philosophy/History at CityLit. In his career Ketan has worked with over 30 large and complex organisations in helping them with Operational Excellence and Change Management. He is the author of the book ‘The Art of Transformational Change – a handbook for leaders and managers’, published in October 2015. Ketan is of indian hertitage and has visited many places of pilgrimage and history in India over the last 25 years. He has learnt Sanskrit to foundation level and studied several Indian sutras. He has delivered courses in Jain Philosophy for over 15 years.
Please note: We reserve the right to change our tutors from those advertised. This happens rarely, but if it does, we are unable to refund fees due to this. Our tutors may have different teaching styles; however we guarantee a consistent quality of teaching in all our courses.
