- C-TO-BE
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Creating Experiences Customers Remember
Excellence in Customer Experience
This training is designed for Customer Service teams, Key Account Managers, Project Managers, and all employees with direct or indirect customer contact who want to strengthen customer orientation and enhance the customer experience across the entire customer journey. Excellent customer experience does not happen by chance - it is created through consistent customer focus, clear communication, and aligned actions at every touchpoint.
Participants will learn to understand Customer Experience as a strategic success factor and actively shape it throughout the customer journey. The training focuses on identifying customer needs, managing expectations professionally, and delivering reliable, solution-oriented interactions that create lasting customer satisfaction and loyalty.
Contents of the Training
Understanding Excellence in Customer Experience
Bringing Customer Orientation into Daily Business
Communication Along the Customer Journey
Building Strong Customer Relationships
Excellence in Customer Interaction
Methods
Multimedia input sessions, practical case studies, group exercises, role plays, self-assessments, simulations of real customer situations, and intensive experience sharing.
Do you have any questions? Please feel free to contact us!
Understanding Excellence in Customer Experience
- Customer Experience as a key success factor in sales and service
- Understanding the difference between satisfaction, loyalty, and customer enthusiasm
- Recognizing and managing customer expectations
- Understanding your impact on the customer journey
- Designing customer touchpoints intentionally and consistently
Bringing Customer Orientation into Daily Business
- Shifting from internal thinking to true customer focus
- Identifying, understanding, and prioritizing customer needs
- Communicating professionally and reliably with customers
- Building trust through clarity and consistency
- Customer orientation as a mindset in everyday business
Communication Along the Customer Journey
- Communicating clearly, professionally, and solution-oriented
- Managing expectations proactively instead of reactively
- Understanding the impact of language, attitude, and behavior
- Handling feedback and criticism professionally
Building Strong Customer Relationships
- Developing long-term customer loyalty strategically
- Identifying and maintaining valuable customer relationships
- Understanding internal collaboration as a CX success factor
- Reducing friction throughout the customer journey
- Building trust as the foundation for sustainable business relationships
Excellence in Customer Interaction
- Active listening and effective questioning techniques
- Emotional intelligence in customer interactions
- Reflecting on personal impact and communication style
- Developing individual Customer Experience strengths
Methods
Multimedia input sessions, practical case studies, group exercises, role plays, self-assessments, simulations of real customer situations, and intensive experience sharing.
Do you have any questions? Please feel free to contact us!
Training OFFERS
We report on current topics in our blog - take a look!
Book tips
For anyone wanting to deepen their knowledge, we recommend the specialist literature from C-TO-BE. Order directly from us now.Virtual Negotiation. An Optimal Approach to Online Negotiations
Better Negotiating. The Training Book
Flexibel verhandeln. Die vier Fälle der NEGO-Strategie (German version)
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