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An excellent customer experience (CX) is one of the core building blocks of any successful company as it is important for achieving sustained growth. As such, creating a positive and indelible customer experience can result in greater sales opportunities, increased customer loyalty, and a strong brand reputation. Entering a post COVID-19 business environment demands that companies provide their frontline service providers with a clear blueprint for delivering an exceptional customer experience to outperform competitors and create a brand image that is unmatched. Participants will learn how to develop, integrate, and implement some of the critical components of a CX strategy that achieves their organizational goals and objectives and increases profitability.
The participant will learn how to:
Welcome & Introduction
Dr. Leslie-Ann Jordan-Miller Dr. Leslie-Ann Jordan-Miller is a Senior Lecturer at the University of the West Indies (UWI), Department of Management Studies, St. Augustine, Trinidad. She is also the Founder and Director of the Institute of Service Quality Management Ltd. (ISQM) that specializes in customer service training. She is also a Certified Manager of Quality/Organizational Excellence (CMQ/OE) from the American Society for Quality (ASQ) and holds a Professional Certificate in Event Management, George Washington University and Institute of Business (IOB). She holds a B.Sc. in Tourism Management (First Class Honours) from the University of the West Indies and a Post-graduate Diploma (with Distinction) and Ph.D. in Tourism Policy and Planning from the University of Otago, New Zealand.
Workshop Fee: TT$1,400/US$200
Online payment option (bank charges of 3% applies).
The workshop will be hosted by the Business Development Unit of the Faculty of Social Sciences, The University of the West Indies. It will utilize interactive pedagogy strategies to promote an engaging learning experience. You will be able to join this workshop via Zoom to participate in discussions, interactive presentations, group exercises, resource videos, and valuable articles and case examples.
Dates: July 13th & 14th ,2022
Times: 9:00 AM – 12:00 Noon (EC/AST)
Live Lecture via Zoom.