Customer Experience Training & Accreditations

Clientship provides several formats for customer centric training. We recognise that organisations specifics demand tailored content and training to align to their ways of working and the specifc customer centric approach they are pursuing. Therefore we have three training programme formats. Each is built from a core set of customer centric training content. Programme content is designed and developed by experts; Christopher Brooks, Carlos Espinosa and Prof Dr Phil Klaus.

The Essentials: 6 Learning Modules, 3 Development Case Studies

6 x 2 hour modules covering topics: customer centricity fundamentals, customer operating blueprint, customer experience core tools (inc personas), customer centricity accountability and bringing customer centricity to life. Using three case study templates, participants apply their knowledge to create their own customer centric programme

Advancing: Practitioner & Application Modular Training

Several half day practical workshop sessions (currently run virtually) on key areas of customer centricity e.g. customer centric strategy (inc setting a customer success statement, developing customer purpose and defining customer centric contribution) customer journey mapping skills, customer persona development, voice of the customer and feedback loops, customer connections (inc active listening and emotional enagement), employee engagement (inc Ambassador programmes), reviewing the customer performance meaurement suite, developing a customer centric culture, organisational alignment and communication, CX prioritisation and improvement methods, customer experience enablers.

Expert: CX Certfication

We work with Professor Dr Phil Klaus, the highest European authority in Customer Experience Management, author of unique research studies on the subject, and the best seller “Measuring Customer Experience”. The Institute’s value proposition revolves around a 5-level CX Certification journey, ranging from entry-level front-office employees to CEO and C-level executives willing to move faster and outperform their competitors.

“Compete FOR your customers, not against your competitors”
Prof. Dr. Phil Klaus, Phil Klaus Institute

CX1:

This Certification guarantees the achievement of a class-leading standard of CX attitudes for your front-office customer service and sales teams.

CX2

This second-stage certification provides branch/store managers with the tools and knowledge required to lead the continuous delivery of the best customer experience achieved through their CX-led engaged teams.

CX3

Is the perfect certification level for managers whom oversees a group of branches, such as Area Managers.

CX4

Connecting operations, value propositions, and customer experience with a systemic, validated, and high-profit-driven approach is one of the main benefits senior executives 

CX5: CEO & VICE PRESIDENTES

With this top strategic certification, leading CEO’s worldwide will have all the tools required to become their sector-leading CX vanguard.