Customer Experience and Service Excellence
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Module 1: Understanding Customer Experience
Module outcome: Identify the moments that influence customer trust and satisfaction.
Module 2: Communication that Helps
Module outcome: Use clear, respectful communication to understand and resolve requests.
Module 3: Complaints and Service Recovery
Module outcome: Respond constructively to complaints within your role and authority.
Module 4: Tools and Team Coordination
Module outcome: Use support tools while protecting customer information and continuity.
Module 5: Measuring and Improving Service
Module outcome: Use feedback and service data to improve the customer experience.
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