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Customer Experience & 

Service Quality

Design Memorable Journeys. Deliver Service Excellence. Build Lasting Loyalty.


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Course Overview

This transformative training equips participants with the tools, techniques, and mindset to elevate customer experience (CX) and service quality across every touchpoint. Combining global best practices with practical frameworks, the course empowers professionals to design and implement CX strategies that improve satisfaction, build loyalty, and drive competitive advantage.

Through real-world examples and interactive sessions, participants will learn to analyze customer journeys, measure service performance, and foster a service-driven culture that consistently meets and exceeds expectations. This training is essential for organizations that recognize customer experience as a key driver of sustainable growth.



Learning Objectives

By the end of this course, participants will be able to:

  • Understand the principles and dimensions of exceptional customer experience and service quality.

  • Map end-to-end customer journeys to identify pain points and improvement opportunities.

  • Apply tools such as Voice of the Customer (VoC), Net Promoter Score (NPS), and Customer Satisfaction (CSAT) effectively.

  • Design and implement service standards and customer-centric processes.

  • Measure and manage service performance using KPIs and CX metrics.

  • Handle service failures and recovery with empathy and professionalism.

  • Create emotional connections with customers through employee engagement and empowerment.

  • Align CX strategy with organizational goals and digital transformation initiatives.

Course Modules

  • Module 1: Foundations of CX & Service Quality

    • Key concepts: CX vs. Customer Service

    • The service-profit chain and its impact on loyalty

    • Service quality models (SERVQUAL, RATER)

    • Understanding customer expectations and perception gaps

  • Module 2: Customer Journey Mapping & Touchpoint Optimization

    • Mapping physical, digital, and emotional customer journeys

    • Identifying moments of truth, friction points, and service breakdowns

    • Creating CX personas and experience blueprints

    • Tools: Journey maps, empathy maps, service blueprints

  • Module 3: Measuring & Managing CX Performance

    • Voice of the Customer (VoC) programs

    • CX Metrics: NPS, CSAT, CES, retention rates

    • Designing service quality KPIs

    • Using feedback loops for continuous improvement

  • Module 4: Service Excellence Culture & Strategic Alignment

    • Building a service-driven culture through training and empowerment

    • Service recovery strategies and complaint handling

    • Aligning CX strategy with business goals

    • Integrating CX into quality systems and digital platforms

Who Should Attend

  • Customer Service Managers

  • Quality & Service Excellence Leaders

  • CX and UX Designers

  • Contact Center Supervisors

  • Marketing and CRM Professionals

  • Hospitality and Retail Leaders

  • Frontline Staff and Team Leaders

Duration & Format

  • Duration: 4 Days 
  • Delivery: Live Online / Onsite / Blended
  • Language: English & Arabic

Investment

  • Individual Price: $750
  • Group Discounts: Available
  • Corporate Packages: Custom quote available

What’s Included

  • Course Materials
  • Case Studies & Templates
  • Certification of Completion

Ready to Take the Next Step in Your Excellence Journey?

Let's turn your vision into reality. 

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