Introduction to Customer Experience

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Customer Experience

Introduction to Customer Experience

Explore the strategic and persistent effects of internal and external dynamics on the health and performance of organizations. Participants examine the ways leaders can assess, access, and influence organizational dimensions to promote organizational excellence and to stimulate positive changes in organizations. You will examine theories and frameworks relevant to those dimensions to better understand organizational behavior and then apply strategies to initiate and institutionalize mission-focused change.

Learning Objectives

  • Analyze the critical role organizational dynamics play in organizational behavior
  • Evaluate how an organization’s dynamics affect its performance within its strategic context
  • Create concepts and plans to change organizations’ dynamics for improved mission-related performance

Building Core Customer Service Skills

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Building Core Customer Service Skills

How do seasoned leaders approach daily to-do lists and still have time to impact positive change? Building Core Customer Service Skills explores the primary and distinctive mindsets and methods that set change agents apart from the average employee. Participants will identify the fewest and most important actions and behaviors to produce the highest value for your organizations. Participants will learn new tools and techniques centered on key customer service skill sets, including active listening, pattern identification, and root cause analysis.

  • Apply theoretical and practical models to assess and understand customer needs
  • Leverage frameworks for setting and managing customer expectations effectively
  • Promote tactics for continuous personal practice and improvement