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.
Art of delivering exceptional customer experiences
Day 1: Fundamentals of customer experience and service delivery management
Facilitated by: Mr. Damien Kobel
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)
Facilitated by: Dr. Cindy Heo
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)
Day 2: Psychology of Positive Experiences, Identifying, Managing and Exceeding Expectations
Facilitated by: Dr. Matthias Fuchs
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)
Facilitated by: Dr. Matthias Fuchs
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)
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.
Relevant professional experience (while previous hospitality experience is valued, it is not required for admission).
Proficiency in English.
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.
Your application must be received at least one week prior to course start.
Choose Your Intake :
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: 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.
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.
Participants receive a Certificate of Attendance.
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.
Art of delivering exceptional customer experiences
Day 1: Fundamentals of customer experience and service delivery management
Facilitated by: Mr. Damien Kobel
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)
Facilitated by: Dr. Cindy Heo
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)
Day 2: Psychology of Positive Experiences, Identifying, Managing and Exceeding Expectations
Facilitated by: Dr. Matthias Fuchs
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)
Facilitated by: Dr. Matthias Fuchs
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)
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.
Relevant professional experience (while previous hospitality experience is valued, it is not required for admission).
Proficiency in English.
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.
Your application must be received at least one week prior to course start.
Choose Your Intake :
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: 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.
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.
Participants receive a Certificate of Attendance.