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Customer Experience and Service Excellence

Learn how to master customer experience and service excellence by optimizing operational delivery, meeting customer expectations, and increasing profitability.

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Service Mastery: Elevating Customer Experience and Excellence

 

The 'Customer Experience and Service Excellence' Module has been designed specifically for corporate leaders, hotels, and service managers. In today's volatile corporate environment, master customer-centric strategies, gain the skill of providing exceptional customer service, adapting to multi-faceted platforms, and harnessing consumer psychology. Benefit from the invaluable wisdom and experience shared by industry experts, paving the way for your own success. Enroll now to enhance your skills and excel in the realm of customer experience and service excellence, setting yourself apart in the competitive hospitality industry.

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Course information

Course Highlights

This course develops specialized knowledge and skills that enable you to : 

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Gain a deeper insight into customer experience management through active participation, engagement and critical thinking.; Explore different experiential learning contexts and forms of service firsthand.; Familiarize with tools to assess service experiences and develop strategies to improve customer experiences.; Apply consumer psychology principles to create positive experiences, learning how to use surprise, space, and time to your advantage.;

Highlights

Course Highlights

Art of delivering exceptional customer experiences;Actionable insights to ensure the effectiveness of your customer-centric strategies;Invaluable wisdom from engaging lectures and industry experts;Tools to meet and exceed customer expectations effectively

Course Highlights

Program Journey

Course Content

Day 1 / Part 1: Customer Experience

Facilitated by: Mr. Damien Kobel

Key Topics

  • Workshop 1: Introduction to Services Operations Management 

  • Workshop 2: The Three Pillars of Customer Experience

  • Guest Lecture

 

Day 1 / Part 2: Service Delivery Management

Facilitated by: Dr. Cindy Heo

Key Topics

  • Workshop 3: Collecting & Analyzing Customer Feedback on Operational Performance

  • Workshop 4: Group Project: Applying customer insight to improve revenues


Admission Criteria

Relevant professional experience (while previous hospitality experience is valued, it is not required for admission).

Proficiency in English.

Admission Process

To apply, please submit the following documents online: resume or LinkedIn profile link.

The Admissions Office will review applications on a rolling basis and invited you for an interview to assess program fit and check your background as well as expectations of the program.

Deadline

Your application must be received at least one week prior to course start.

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Cost CHF 2,200

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FAQ

Most asked question

Visas & Travel Restrictions

A Student Visa is not required for this course. However, participants who are coming from countries outside of the EU/EEA zone may require a Schengen visa to enter Switzerland. 

Price details

Price: CHF 2'200

ll amounts are in Swiss Francs and include VAT where applicable. Pricing covers teaching material and resources.

Please note that expenses for visas, airline tickets, meals, and accommodation during the on-site course are not covered in the program fees and should be planned for separately.

Payment methods

Participants will be able to pay via the payment platform Flywire, which provides various payment methods, no hidden bank fees, and offers favorable exchange rates.

How to earn the certificate

Participants receive a Certificate of Attendance.