Customer service 3: customer experience

Course description

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

Workshop

Presenters

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 professional.development@flinders.edu.au

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.