Knowledge is CX Power.
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.
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:
Transferring knowledge and committing it to long-term memory
Working independently of context and content
Taking new knowledge into the workplace
Deepening knowledge gained in previous modules
Assessing knowledge of CX structure and context
Building a unit-standard-compliant portfolio of evidence
"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."
Make sure your staff have sufficient CX knowledge and tools needed to optimise business.
We use a multi-disciplinary approach to tailor end-to-end solutions for your business.
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.
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.
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.
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.
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.
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.