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Learning Outcome

-Understand customer experience management & Journey mapping technique

-Identify and fulfill customers needs to build a wow experience (Physical and emotional)

-Build their Customer Care Department statement of direction

-Identify their departmental values and take them into action

-Ask customers more powerful questions to identify their needs

-Master advanced listening techniques -Build Rapport with customers in 60 Seconds 

Target Audience

Customer care Advisors, Team Leaders, Supervisors and Managers 

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