Mastering Customer Excellence 

Day 1: Foundations of Customer Excellence

Welcome & Course Objectives

• Set the stage for learning, align expectations, and introduce key themes of customer excellence.

Module 1: The New Era of Customer Excellence

• Explore the evolving customer landscape, why excellence matters and the strategic impact of loyalty and retention.

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Module 2: Understanding the Customer Journey

• Learn how to map the customer experience from onboarding through renewal. Identify key moments of truth and opportunities to add value (simulation game).

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Module 3: Empathy & Value Discovery

• Practice techniques like Jobs-To-Be-Done and value discovery to uncover true customer needs and success drivers (roleplays).

Module 4: Proactive Communication & Expectation Management

• Build skills to manage relationships with clarity and consistency. Design communication plans that enhance trust and transparency.

• Wrap-Up & Reflection

• Conclude Day 1 with key insights, group sharing, and preparation for practical application on Day 2.

Day 2: Tools, Techniques, and Culture for Sustained Excellence

Recap & Warm-up

• Review Day 1 takeaways and align on goals for Day 2.

Module 5: Driving Retention, Growth & Advocacy

• Identify strategies to increase retention, foster upsell and cross-sell opportunities, and turn customers into brand advocates (roleplays).

Module 6: Handling Escalations & Complaints with Impact

• Learn proven frameworks for turning difficult situations into trust-building moments. Practice de-escalation and recovery techniques (roleplays).

Module 7: Metrics, Feedback, and Continuous Improvement

• Understand how to use metrics like NPS, CSAT, and customer health scores to drive insight and improvement. Design simple feedback loops (simulaiton game).

Module 8: Creating a Culture of Customer Excellence

• Discover how to embed customer focus across teams and roles. Explore cultural levers such as recognition, alignment, and leadership modeling.

• Customer Maturity: Teach teams how to guide clients through stages of value adoption.

• Success Planning : Use OKRs tied to customer outcomes.

• Voice of Customer Systems: Go beyond surveys—teach how to create strategic feedback loops that drive innovation.

Capstone: Customer Excellence Playbook

• Work in teams to build a practical, actionable playbook tailored to your customer environment—ready to implement post-training.

Closing & Next Steps

• Reflect, share commitments, and receive course certification.