10 Customer experience programs
We've put together a great lineup of customer experience programs to give your employees the tools they need to deliver exceptional service to your customers. These training programs will equip them with the essential skills and the right mindset to build strong customer relationships and boost business growth.
1. Creating a Positive Customer Experience
SC Training (formerly EdApp)’s Creating a Positive Customer Experience is a training program that’s specially designed for employees in the retail industry. In a nutshell, it’s all about helping your team level up their customer service skills so they can become absolute pros.
Divided into four parts, the course covers everything from the role of customer service in shaping the overall brand experience to effective ways of communicating with clients. As your team dives deeper into the lessons, they’ll learn about how to properly interact, impress and engage with customers, all with the goal of keeping them happy and satisfied.
The best thing, though? SC Training (formerly EdApp) understands that your employees are busy bees, and squeezing in traditional classroom-type training can be a challenge. This is why they’ve designed the course using a microlearning format. Your employees can easily access training anytime and complete it without disrupting their work schedules.
- Cost: Free
- Scope: Customer service’s role in customer experience, how to interact, impress, and engage with customers, effective customer interactions
Created By SC Training (formerly EdApp)
Explore the course
2. Excellent Customer Service through Communication
When it comes to delivering top-notch customer service, clear communication is absolutely key. Misunderstandings can happen easily if things aren't crystal clear. That's why SC Training (formerly EdApp) has built this comprehensive customer experience program that hones in on the importance of communication for all of your rockstar customer experience reps.
In this course, your team will get to explore real-life examples of customer feedback and how they can handle them. It's all about learning from the good, the bad, and the ugly, so your employees can become a pro at communicating effectively.
They'll also discover different factors that can contribute to miscommunication and pick up some neat tricks for getting their point across clearly and concisely.
Different people learn in different ways so SC Training (formerly EdApp) has made it a breeze to spice up customer experience training courses with cool stuff like videos, games, microlearning templates, and more. These features are all about making lessons fun and interactive, so your team members can soak up the knowledge like a sponge.
- Cost: Free
- Scope: Communication skills, customer feedback, best practices for customer interaction
Created by SC Training (formerly EdApp)
Explore the course
3. Customer Service Fundamentals
Customer Service Fundamentals by Coursera is a customer experience program specifically designed for IT customer service employees. It kicks off by shining a spotlight on the importance of having top-notch communication skills.
The course also shows your learners how to be crystal clear and concise, using just the right tone, and even throwing in some nifty non-verbal cues.
The course then goes through how personality plays a role in giving a great customer experience. Your team will learn about key traits like patience, empathy, and a willingness to help that’ll set them apart from the rest. It’ll also equip your team members with killer problem-solving skills and the best practices to dig deep into the root cause of any customer issue.
Upon completion, your employees will walk away with a shiny customer experience certification as a testament to their amazing new skills.
- Cost: Free
- Scope: Communication skills, customer support personality traits, problem-solving best practices, process control
Created by Coursera
Explore the course
4. Introduction to CX Excellence
CX University’s Introduction to CX Excellence is primarily focused on helping employees understand the fundamentals of customer experience. This includes delving into different strategies, models, processes, skills, and best practices. All in all, this customer experience certificate program gives teams the knowledge and skillset needed to build customer loyalty and succeed in competitive markets.
As they go through the lessons, your team members will learn how to develop empathy and listening skills, apply CX for financial improvement, and drive customer loyalty. The course is presented in videos, short narratives, and engaging modules, which learners can take at their own pace.
At the end of each module, your team members will need to answer a 5-question multiple choice knowledge check. This can help you gauge how much your team has learned.
- Cost: 495 USD
- Scope: CX Strategies, models, processes, skills, and best practices, developing empathy and listening skills, applying CX to improve financial performance
Created by CX University
Explore the course
5. Call Center Customer Service
A customer support call can make or break your customer’s experience, which is why it's important to make sure your team is equipped with the right skills. With SC Training (formerly EdApp)’s Call Center Customer Service course, you can help your call center employees understand the essentials of proper phone interaction.
Through the training program, they’ll get a better understanding of everything from prepping for a call to nailing all the different parts of a conversation. It even covers phone etiquette and shows your team how to handle those tricky moments of holding and transferring calls, which can sometimes leave customers feeling a bit frustrated.
This course also dives deep into the art of active listening and how to handle difficult customers like a pro. By the time your team’s done, they'll be a master at helping customers, even when things get a little challenging.
As the cherry on top: you can easily customize and edit this microlearning course to fit your organization's specific needs. SC Training (formerly EdApp) makes it a piece of cake to add in your own procedures, spiels, and techniques. They've got over 80 super user-friendly templates that you can choose from. You just need to enter your content and you're good to go.
- Cost: Free
- Scope: Phone call preparation, parts of a phone call, holds & transfers, helpdesk, phone etiquette, handling difficult customers
Created by SC Training (formerly EdApp)
Explore the courseExplore our library including customer experience programs.
6. Customer Service: Handling Complaints
Offered on SC Training (formerly EdApp) for free, this customer experience course by Università di Firenze focuses on equipping your team with techniques to effectively handle customer complaints and negative reviews. In a nutshell, it aims to help your team resolve any customer issue in the most appropriate way possible.
Here's the thing: knowing how to handle complaints and negative feedback is super important for building stronger customer relationships and boosting customer satisfaction. It's all about transforming those not-so-happy experiences into something positive and making the customer feel heard and valued.
Unlike other course hosting platforms, SC Training (formerly EdApp) lets you import and deploy this course to your team straight away, or customize it to align with your organization's customer service guidelines. You can also tailor it to suit your team’s needs, making sure they’re equipped with the right skills to provide excellent customer service.
- Cost: Free
- Scope: Working with customer complaints, addressing online complaints, handling negative reviews positively
Created by SC Training (formerly EdApp)
Explore the course
7. Customer Service Skills
Alison’s Customer Service Skills is a free training course designed to help your employees learn essential customer service techniques, from handling inquiries and dealing with complaints professionally. This way, they can deliver the best outcomes for customers and make sure they are satisfied with the service.
The course is divided into five parts and taught through engaging long-form videos. There's also a quiz at the end of each lesson so you can check how much your employees have learned. It's a great way to keep their knowledge sharp!
Once they've completed the lessons and aced all the mini-quizzes, they can take the final course assessment. If they score 80 percent or higher, they'll earn themselves a snazzy elearning certificate. It's like a badge of honor for completing the course with flying colors.
- Cost: Free
- Scope: Understanding customer service and customers. Telephone etiquette, handling complaints, and enduring stress
Created by Alison
Explore the course
8. Creating a Customer Journey Map
Hubspot Academy’s course on Creating a Customer Journey Map gives you a complete breakdown of the ins and outs of a customer journey and how this can help your business thrive. It goes into detail about the points of friction in the customer journey and how your marketing, sales, and customer support teams can create a smoother experience for customers.
Through the course, you can make sure that your teams are putting customers first, helping the organization grow, retain customers, and become more profitable. Overall, this video-based customer experience program is only 12 minutes long, which means your teams can easily take their training at their own convenience.
- Cost: Free
- Scope: How to create a customer journey map, the importance of understanding the customer journey, points of force and friction in the customer experience journey
Created by Hubspot Academy
Explore the course
9. Dealing with Difficult Customers
SC Training (formerly EdApp)'s Dealing with Difficult Customers course is a game-changer when it comes to customer experience training, especially for workers in the food and beverage services industry. It covers a broad range of customer service topics, including handling different types of difficult customers and best practices for problem-solving like a pro.
The course also takes a look at how your team can tackle difficult situations such as responding to guest complaints, handling wrong food orders, and encountering customers who are under the influence of alcohol. When your staff is armed with these problem-solving skills, they can give customers an outstanding experience and cater to their needs.
- Cost: Free
- Scope: Types of difficult customers, responding to guest complaints, handling wrong food orders, dealing with intoxicated customers
Created by SC Training (formerly EdApp)
Explore the course
10. Speaking with Confidence
Knowing how to speak with confidence is a really important skill in customer service. With it, your team will be able to build trust, defuse tense situations, and show empathy and understanding to customers. SC Training (formerly EdApp) has a comprehensive course called Speaking with Confidence that's designed to help your team do just that.
This customer experience program is packed with different customer service strategies that your team members can use when serving customers face-to-face. Your team will learn how to have fruitful discussions and keep eye contact during meetings.
They'll also discover the power of nonverbal fluency and how to ditch unnecessary verbal fillers. This can help take their communication skills to a whole new level.
Overall, the course is delivered through a mix of audio narrations and videos to make sure your team can quickly grasp and apply all the speaking techniques. Like other instructor apps, SC Training (formerly EdApp) offers gamification features like rewards and smartphone-like games.
If your team is into a friendly competition, you can even set up leaderboards where each learner competes against one another. It's a great way to motivate them and bring out their best.
- Cost: Free
- Scope: Fluency in speaking, steps to holding better conversations, maintaining eye contact, practicing verbal and nonverbal communication
Created by SC Training (formerly EdApp)
Explore the courseStep up your customer service game with customer experience programs
Most customers make their purchasing decisions based on the service they receive. That's why it's absolutely crucial for organizations to invest in customer experience programs for their employees.
When your team can put that human touch into customer service, magic happens. You get to build trust and loyalty with your customers, and that's the secret sauce to keeping your business successful. With the right training, you can make sure your team is armed with the skills they need to deliver excellence and keep those customers coming back for more.