Campus Lausanne
Customer Experience and Service Excellence
Learn how to master customer experience and service excellence by optimizing operational delivery, meeting customer expectations, and increasing profitability.
Next Dates
18 March 2024
Two-day module: March 18 & 19, 2024
Delivery
Campus Lausanne
Credentials
Certificate of Attendance
Duration
2 days
Language
English
Price
CHF 2,200
Service Mastery: Elevating Customer Experience and Excellence
The 'Customer Experience and Service Excellence' Module has been designed specifically for corporate leaders, hotels, and service managers. In today's volatile corporate environment, master customer-centric strategies, gain the skill of providing exceptional customer service, adapting to multi-faceted platforms, and harnessing consumer psychology. Benefit from the invaluable wisdom and experience shared by industry experts, paving the way for your own success. Enroll now to enhance your skills and excel in the realm of customer experience and service excellence, setting yourself apart in the competitive hospitality industry.
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Learning Objectives
- Gain a deeper insight into customer experience management through active participation, engagement and critical thinking.
- Explore different experiential learning contexts and forms of service firsthand.
- Familiarize with tools to assess service experiences and develop strategies to improve customer experiences.
- Apply consumer psychology principles to create positive experiences, learning how to use surprise, space, and time to your advantage.
Course Highlights
Art of delivering exceptional customer experiences
Actionable insights to ensure the effectiveness of your customer-centric strategies
Invaluable wisdom from engaging lectures and industry experts
Tools to meet and exceed customer expectations effectively
Syllabus
Course Content
1
Day 1: Fundamentals of customer experience and service delivery management
Day 1 / Part 1: Customer Experience
Facilitated by: Mr. Damien Kobel
Key Topics
-
Workshop 1: Introduction to Services Operations Management (Duration: 1.15 hours)
-
Workshop 2: The Three Pillars of Customer Experience (Duration: 1.15 hours)
-
Guest Lecture (Duration: 1 hour)
Day 1 / Part 2: Service Delivery Management
Facilitated by: Dr. Cindy Heo
Key Topics
-
Workshop 3: Collecting & Analyzing Customer Feedback on Operational Performance (Duration: 1 hour)
-
Workshop 4: Group Project: Applying customer insight to improve revenues (Duration: 1.5 hours)
2
Day 2: Psychology of Positive Experiences, Identifying, Managing and Exceeding Expectations
Day 2 / Part 1: Psychology of Positive Experiences
Facilitated by: Dr. Matthias Fuchs
Key Topics
-
Workshop 1: The Importance of Consumer Psychology in Service (Duration: 1 hour)
-
Workshop 2: The Power of Gains – Design Experiences that Result in Consumer Delight (Duration: 1 hour)
-
Workshop 3: The Power of Space – Design Spaces that Result in a Luxurious Feeling (Duration: 1 hour)
-
Guest Lecture (Duration: 1 hour)
Day 2 / Part 2: Identifying, Managing and Exceeding Expectations
Facilitated by: Dr. Matthias Fuchs
Key Topics
-
Workshop 4: The Power of Time – Slowing Down Consumers to Create Immersive Experiences (Duration: 1 hour)
-
Workshop 5: Group Project to apply this to your own brand (Duration: 1.5 hours)
Certificate of Attendance
Is this course right for me?
Send us your profile details and a Program Advisor will get back to you with a feedback of which courses should be best suited for you.
Course benefits
- Comprehensive Customer Experience Management: acquire a deep understanding of customer experience management and learn how to not only meet but surpass customer expectations.
- Adaptability Across Industries: master the application of customer service principles in a range of contexts, equipping you for diverse service-oriented roles.
- Practical Tools for Improvement: Hone your ability to measure service experiences and devise strategic plans for elevating customer satisfaction.
- Consumer Psychology Insights: Grasp the nuances of consumer psychology to create experiences that consistently delight customers, amplifying the success of your brand or product.
Admission Criteria
Relevant professional experience (while previous hospitality experience is valued, it is not required for admission).
Proficiency in English.
Admission Process
To apply, please submit the following documents online: resume or LinkedIn profile link.
The Admissions Office will review applications on a rolling basis and invited you for an interview to assess program fit and check your background as well as expectations of the program.
Deadline
Your application must be received at least one week prior to course start.
Apply Online
Choose Your Intake :
Cost CHF 2,200
FAQ
Visas & Travel Restrictions
A Student Visa is not required for this course. However, participants who are coming from countries outside of the EU/EEA zone may require a Schengen visa to enter Switzerland.
Price details
Price: CHF 2'200
ll amounts are in Swiss Francs and include VAT where applicable. Pricing covers teaching material and resources.
Please note that expenses for visas, airline tickets, meals, and accommodation during the on-site course are not covered in the program fees and should be planned for separately.
Payment methods
Participants will be able to pay via the payment platform Flywire, which provides various payment methods, no hidden bank fees, and offers favorable exchange rates.
How to earn the certificate
Participants receive a Certificate of Attendance.
Service Mastery: Elevating Customer Experience and Excellence
The 'Customer Experience and Service Excellence' Module has been designed specifically for corporate leaders, hotels, and service managers. In today's volatile corporate environment, master customer-centric strategies, gain the skill of providing exceptional customer service, adapting to multi-faceted platforms, and harnessing consumer psychology. Benefit from the invaluable wisdom and experience shared by industry experts, paving the way for your own success. Enroll now to enhance your skills and excel in the realm of customer experience and service excellence, setting yourself apart in the competitive hospitality industry.
Overview
Learning Objectives
- Gain a deeper insight into customer experience management through active participation, engagement and critical thinking.
- Explore different experiential learning contexts and forms of service firsthand.
- Familiarize with tools to assess service experiences and develop strategies to improve customer experiences.
- Apply consumer psychology principles to create positive experiences, learning how to use surprise, space, and time to your advantage.
Course Highlights
Art of delivering exceptional customer experiences
Actionable insights to ensure the effectiveness of your customer-centric strategies
Invaluable wisdom from engaging lectures and industry experts
Tools to meet and exceed customer expectations effectively
Syllabus
Syllabus
Course Content
1
Day 1: Fundamentals of customer experience and service delivery management
Day 1 / Part 1: Customer Experience
Facilitated by: Mr. Damien Kobel
Key Topics
-
Workshop 1: Introduction to Services Operations Management (Duration: 1.15 hours)
-
Workshop 2: The Three Pillars of Customer Experience (Duration: 1.15 hours)
-
Guest Lecture (Duration: 1 hour)
Day 1 / Part 2: Service Delivery Management
Facilitated by: Dr. Cindy Heo
Key Topics
-
Workshop 3: Collecting & Analyzing Customer Feedback on Operational Performance (Duration: 1 hour)
-
Workshop 4: Group Project: Applying customer insight to improve revenues (Duration: 1.5 hours)
2
Day 2: Psychology of Positive Experiences, Identifying, Managing and Exceeding Expectations
Day 2 / Part 1: Psychology of Positive Experiences
Facilitated by: Dr. Matthias Fuchs
Key Topics
-
Workshop 1: The Importance of Consumer Psychology in Service (Duration: 1 hour)
-
Workshop 2: The Power of Gains – Design Experiences that Result in Consumer Delight (Duration: 1 hour)
-
Workshop 3: The Power of Space – Design Spaces that Result in a Luxurious Feeling (Duration: 1 hour)
-
Guest Lecture (Duration: 1 hour)
Day 2 / Part 2: Identifying, Managing and Exceeding Expectations
Facilitated by: Dr. Matthias Fuchs
Key Topics
-
Workshop 4: The Power of Time – Slowing Down Consumers to Create Immersive Experiences (Duration: 1 hour)
-
Workshop 5: Group Project to apply this to your own brand (Duration: 1.5 hours)
Certificate of Attendance
Is this course right for me?
Send us your profile details and a Program Advisor will get back to you with a feedback of which courses should be best suited for you.
Who Should
Apply
?
Course benefits
- Comprehensive Customer Experience Management: acquire a deep understanding of customer experience management and learn how to not only meet but surpass customer expectations.
- Adaptability Across Industries: master the application of customer service principles in a range of contexts, equipping you for diverse service-oriented roles.
- Practical Tools for Improvement: Hone your ability to measure service experiences and devise strategic plans for elevating customer satisfaction.
- Consumer Psychology Insights: Grasp the nuances of consumer psychology to create experiences that consistently delight customers, amplifying the success of your brand or product.
Apply Online
Admission Criteria
Relevant professional experience (while previous hospitality experience is valued, it is not required for admission).
Proficiency in English.
Admission Process
To apply, please submit the following documents online: resume or LinkedIn profile link.
The Admissions Office will review applications on a rolling basis and invited you for an interview to assess program fit and check your background as well as expectations of the program.
Deadline
Your application must be received at least one week prior to course start.
Apply Online
Choose Your Intake :
Cost CHF 2,200
Detailed Information
FAQ
Visas & Travel Restrictions
A Student Visa is not required for this course. However, participants who are coming from countries outside of the EU/EEA zone may require a Schengen visa to enter Switzerland.
Price details
Price: CHF 2'200
ll amounts are in Swiss Francs and include VAT where applicable. Pricing covers teaching material and resources.
Please note that expenses for visas, airline tickets, meals, and accommodation during the on-site course are not covered in the program fees and should be planned for separately.
Payment methods
Participants will be able to pay via the payment platform Flywire, which provides various payment methods, no hidden bank fees, and offers favorable exchange rates.
How to earn the certificate
Participants receive a Certificate of Attendance.