Customer service 3: customer experience

Course description

Domain:Professional Skills
Type:Advanced course
See where this course fits in the Professional Staff Learning Framework

Have you heard the phrase ‘customer experience’? Do you know how customer experience differs from customer service?

In this workshop, we’ll explore contemporary theory around customer experience, customer journey mapping and the critical ‘moment of truth’ in every customer interaction. Using examples from your own workplace we’ll unpack the concepts of quality assurance and continuous improvement in relation to products, service and the all-important emotional response. 

Type of course



Pia Grimm
People and Culture

Naomi Madsen
People and Culture

Who should attend

All staff interested in learning more about customer service.

For more information about this course, please contact the Professional Development Unit on

What you will learn

By the end of the workshop participants will be able to:

- Describe the key elements of customer experience

- Apply critical thinking to each service delivery decision they make

- Contribute to the continuous improvement of their customers’ experience 

Prerequisites / assumed knowledge

While this workshop has been designed to follow Customer Service 1 and Customer Service 2, this is not mandatory.

Upcoming events

No upcoming events

Please remember if you can't attend a course anymore please unenrol yourself or move to the waiting list so others can attend.

Waiting list

To be notified of upcoming events, you can add your name to the waiting list.