Create the ultimate customer-centric culture, by equipping trainers within your organisation with the skills and ‘know-how’ to transfer their Customer Experience (CX) knowledge to their colleagues.

Our SETA-accredited Train-the-Trainer programme is a high-impact practical application course held over nine days (not all consecutive) designed to nurture both personal and professional staff development. The content draws from more than 26 years’ combined CX experience and international best practice, covering two-unit standards in the Services SETA.

Ideal for experienced or novice trainers and facilitators, as well as both junior and middle management.

WHY

CX vs CS: How well do your staff understand the difference?

Focusing on your customers’ experience or CX, is so much more than adding a smile to your service. It’s all about putting yourself in your customers’ shoes and coming to grips with how they experience every interaction with your organisation, product, or service.

The CX gift that keeps on giving

By teaching your in-house trainers how to skilfully pass on their CX knowledge to their colleagues, your staff will benefit from this training on an on-going basis.

Developed, tailored and fine-tuned over many years

nlightencx’s Train-the-Trainer programme has seen companies’ CX performance improve in leaps and bounds, resulting in higher levels of client satisfaction. By training up your facilitators, they will learn to:

  • Understand and identify customer touch points through skilful use of customer journey mapping
  • Identify and explain moments of truth
  • Identify and explain vulnerabilities within customer service impact areas
  • Quantify the characteristics of customer service
  • Use methods and tools to facilitate the change or improvement process
  • Develop solutions for improved customer service
  • Implement changes within agreed timeframes and parameters
  • Assess the strengths and limitations of change agents
  • Identify customer needs, preferences, and expectations of products or services
  • Design sales and service strategies for individual customers
  • Maintain and improve customer relationships
  • Establish processes for communication with customers and monitor customer satisfaction levels
HOW

Prepare your staff to become true brand ambassadors

Module 1
Experiencing hands-on course content
4 Days

Content covers

Transferring knowledge and committing it to long-term memory

  • Principles of good CX practice
  • Developing and implementing a CX strategy
  • Identifying and managing CX impact
  • Developing customer needs and engagement
  • A practical guide to customer journey mapping and experience design

Module 2
Developing world-class training skills
2 Days

Facilitation and presentation skills

Working independently of context and content

  • Understanding your audience and preparing training sessions from scratch
  • Understanding and applying adult-based learning principles
  • Facilitating and eliciting conversations
  • Becoming effective trainers and facilitators
  • Delivering content effectively
  • Handling difficult training scenarios
  • Practice giving and receiving feedback

Module 3
Retrieving information and internalising knowledge
Tailored

Review and reflection

Taking new knowledge into the workplace

  • Reviewing Module 1 content
  • Online research to build CX knowledge
  • Workbook exercises to start building a portfolio of evidence of CX knowledge
  • Real-life workplace examples to illustrate good CX in action

Module 4
Cementing learning and understanding CX principles
3 Days

Practical application

Deepening knowledge gained in previous modules

  • Practising how to develop a training session from scratch
  • Facilitating a training session in front of peers
Three-tiered assessment

Assessing knowledge of CX structure and context

  • Self-assessment
  • Peer assessment
  • Facilitator assessment
Portfolio of evidence

Building a unit-standard-compliant portfolio of evidence

  • Open discussion
  • Questions and answers

Our clients’ experience

Clients

"Bidvest have a very good relationship with nlightencx. They developed the content of the programme for Bidvest which was bespoke for our particular requirements. The way it was communicated in terms of the initial proposal and then how it was delivered was very aligned to what we needed. Brendon was excellent at interpreting our needs. He was approachable and accessible for the duration of the project. The feedback has been great from those who have attended the programme. This is a Section 197 account and the delegates have never received anything like this before. The content has stood up to the test of many delegates."

Clients
Executive for Service Standards – Bidvest Facilities Management

Get in touch

Take your organisation to the next level.

Make sure your staff have sufficient CX knowledge and tools needed to optimise business.

Our
Services

We use a multi-disciplinary approach to tailor end-to-end solutions for your business.

Service

VoC (Voice of Customer) Research

Our in-depth Voice of the Customer research (VoC) uncovers deep insights into what your clients actually think about doing business with you. Our promise with our VoC offering is to give you meaningful, actionable insights that work to retain your clients and grow your business.

Service

Real-Time Research Platform

To help our clients proactively address their customers’ needs in real-time, we have developed nsights; a proprietary online platform that allows immediate access to customer feedback in a seamless and easy-to-use way.

Service

Strategy

By extracting key customer research insights, we develop an action-focused CX strategy that is in line with your business goals. This strategy provides your team with a solid CX blueprint that they can follow, which will ensure everyone is on the same page, and working toward a shared vision.

Service

Training

Equip your management teams with the framework, knowledge, and skills to deliver world-class customer experiences. We offer various open and customised CX training, as well as our signature SETA-accredited Train-the-Trainer Programme.

Service

Customer Journey Mapping

Used by the world’s most successful businesses, Customer Journey Mapping (CJM) has become the go-to method for designing and redesigning the customer experience. An indispensable business tool, we teach you how to think like your customer and experience your product or service as they do.

Service

Customer Experience Redesign

Using key design thinking principles, we’ll help you redesign and optimise your existing customer journey, as well as work to identify and develop new best-in-class experiences.

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Improve your
customer experience.

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