Personal and Business Competencies / Customer Service

Customer Experience training - building customer experience

The training focuses on building a positive customer experience through practical workshops and analysis of real cases. The program combines the latest trends in customer service with practical communication and conflict resolution techniques. Classes are conducted in the form of interactive workshops, using group experiments, individual tests and case analysis. Participants will learn proven methods for building long-term relationships with customers and techniques for dealing with difficult situations.

Why choose this training?

Modern organizations increasingly need specialists, interpersonal skills have become a critical asset. The training focuses on building a positive customer experience through practical workshops and analysis of real cases. The program combines the latest trends in customer service with practical communication and conflict resolution techniques.

This training delivers comprehensive knowledge in soft skills, enabling participants to immediately apply acquired skills in their professional work.

What makes our approach unique?

At EITT, we focus on learning by doing — every training includes extensive practical components. Over 2 days of intensive training, participants work on real-world examples and scenarios, ensuring not only theoretical understanding but practical application skills.

With over 2,500 trainings in our portfolio and a 4.8/5 participant rating, EITT is a trusted partner in IT competency development for organizations of all sizes. Our trainers are experienced practitioners who share up-to-date knowledge and proven solutions.

Looking for training tailored to your team’s needs? Contact us — we’ll prepare a program customized to your requirements.

This training is part of the path:

Customer Service Officer Digital Marketing Specialist (Digital Marketing Specialist).Sales Specialist / Key Account Manager

Training program

Customer Experience vs Customer Service — what CX really is and why service is only a fragment
Voice of Customer (VoC) — methods of gathering customer voice: interviews, surveys, complaint analysis, social listening
Customer Journey Mapping — mapping the customer journey step by step (workshop on participants' real examples)
Moments of Truth — identifying touchpoints that determine loyalty or departure
CX metrics — NPS, CSAT, CES — what they measure, what they don't measure, how to interpret
Exercise: creating a Customer Journey Map for your own organization

Service Design — designing experiences from the customer's need, not from the internal process
Service Blueprint — how to connect what the customer sees with what happens behind the scenes
Managing complaints and crisis situations — Service Recovery Paradox
Building a CX culture in the organization — how to engage teams outside the service department
Personalizing experiences — segmentation, personas, customizing touchpoints
Final workshop: designing one key CX improvement with an implementation plan

Delivery Methods

Online

Convenience of participating from anywhere
Interactive live sessions with trainer
Materials available for 30 days
No travel costs

On-site

Direct contact with trainer and group
Intensive hands-on workshops
Networking with other participants
Full focus on learning

Frequently asked questions

What are the prerequisites for this training?

The Customer Experience training - building customer experience training does not require specialized prior knowledge. Basic IT knowledge is sufficient.

What is the format and duration of this training?

The training lasts 2 days and is available in online and on-site format. Sessions run from 9:00 AM to 4:00 PM. We can also customize the schedule to fit your team's needs.