Managing the Customer Experience

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Managing the Customer
Experience

Credit Points: 5

GLH: 22

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Credits

5

Guided
learning hours

22

Assessment Word
Count

3500-4000

OBJECTIVE

Delivering an exceptional customer experience is a challenge which requires skill, commitment, and an in-depth understanding of customer needs. The aim of the unit is to develop managers understanding of their role and responsibilities in managing the customer experience. Learners will develop an understanding of the key features of a customer service culture and the customer journey, which if managed effectively will impact on an organisations success.

LEARNING
OUTCOMES

Understand the principles of managing the customer experience

Understand the customer journey in the context of an organisation

Know how to manage the customer experience

Know how to monitor and measure the customer experience

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