Are you in the customer service positon or industry
have you been working in it for long with out promotion or job change
there is a customer service certification training module that will
boast your resume, market value and increase your performance
dont be left out join the league of professionals and become more recognised

For more information on registration call obinna on 08162314310 or
obinna@cedarsandoaks.com

The Customer Experience Management Series

We wish to introduce you to the brand new C.E.M program we do hope its
in vision with your aspirations

Every Industry needs to offer service of some kind and to do that a
service personnel is needed. Customer service is evolving from merely
enforcing company policies to creating an experience for clients that
reinforces the brand and builds enduring customer loyalty and retention.
It moves organizations and staff from focusing less on their products
and more on their customers. This is a proven paradigm for business
relevance and success.

The Customer Experience Management Series is a series of courses
designed for personnel in the service industry and individuals wishing
to undertake a career path in service delivery. The series leads to an
internationally recognized and approved certification.

It is a series of Three Modular Courses.

The courses will be interactive, highly participatory and its modular
design allows for flexibility and convenience.

The course spans 4 classes for duration of 6 weeks.

Participants may choose to run their three courses consecutively or
join in at any cycle of three courses being run all year round.

Benefits
? Modular and cyclical courses for convenience all year round
? Books and skill cards will be provided at the end of the series
? Certificates will be issued at the end of all three Courses
? On completion of the series participants will be eligible for
certification on completion of a pro metric examination for the
international certification.

Course Content

Module 1: The Customer Experience Management Strategy

Customer Experience Management (CEM) is a business strategy that
focuses and redefines the business from the organization's perspective
to the from the customer’s view point.

CEM assumes that products and services are no longer sufficient to
satisfy the customer and elevates the value proposition to the level of
an experience.
? Definition of Customer Experience Management
? This course sets the tone for becoming a professional in the
service industry

? Define what Customer Experience is and what Customer Experience
Is not
? Curriculum from Service Quality Institute(SQI), USA


Module 2: Customer Experience Analysis and Implementation

Providing great experiences for customers is one of the key challenges
facing organizations. Customers expect positive experiences and
organizations need to meet these expectations at every touch point to be
competitive. This interactive and inspirational education program
explores the many factors that lead to a customer experience revolution
and teaches employees how to instill change from within.

Through case studies and interactive exercises, participants will learn
how to create and deliver delightful customer experiences that increase
loyalty and customer profitability.
? From product eccentricity to customer experiences
? The driving forces behind a customer experience revolution
? Customer experience principles
? Memories and their impact on customer loyalty
? Physical attributes and emotional engagement
? The individual’s role in the customer’s experience
? Curriculum from Service Quality Institute, USA


Module 3: Building and Sustaining the Momentum

Once the Customer-Centric momentum has been established it needs to be
maintained. The setback of most change programs in most establishments
is that interest is lost after a few weeks and in time the campaign is
set aside. This course teaches the skills and techniques needed to renew
this system like a natural cycle that sustains itself.
? Building Professional Rapport with Customers
? The Art of building Loyalty In Customers
? Emotional Analysis Profiling
? Dealing with Anger and Other Negative Emotions
? Defining Goals and engineering positive outcomes
? Curriculum from Service Quality Institute, USA

Course Benefits
? At the end of the first module Participants will be listed in the
Customer Service Recruitment Database
? On completion of a pro metric exam, participants will be issued
international Certification (ICSP)

? All certificates are internationally recognized
? Program Certificates will be issued by SQI

Our Methodology;
? Course Materials, Certificates, Skill cards from our affiliate,
Service Quality Institute USA.
? Cozy classrooms with the latest training techniques and
technology.
? Slide board and high resolution projectors with peripheral
speaker for audio sound
? Wireless laser presenter pen with scroll buttons for easy and
fast navigation
? Well experienced facilitators
? Case study analysis

Class size: A maximum class audience of 25 participants

Duration: 6 weeks.

Course Fee: N80, 000

Registration: N5, 000

Examination Fee: $200

Modular payments can be scheduled

We will also provide advisory and consulting services - our value added
service.

For more information on registration call obinna on 08162314310 or
obinna@cedarsandoaks.com

next class september 22nd