CMI Unit 522 Managing the Customer Experience

Delivering an exceptional customer experience is a challenge which requires skill, commitment, and an in-depth understanding of customer needs.

About this course

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

  1. Understand the principles of managing the customer experience
  2. Understand the customer journey in the context of an organisation
  3. Know how to manage the customer experience
  4. Know how to monitor and measure the customer experience

Course content

1.1 Analyse the factors which influence the relationship organisations build with customers

1.2 Assess the key features of a customer focused culture

1.3 Examine the benefits and challenges of managing the customer experience

1.4 Examine the impact of organisational and legal frameworks on the management of the customer experience

2.1 Analyse the customer journey within the context of an organisation

2.2 Examine the role and responsibilities of stakeholders supporting the customer journey

3.1 Evaluate approaches to leading the delivery of the customer experience

3.2 Examine good practice in managing customer complaints

3.3 Analyse the use of technology in managing the customer experience

4.1 Evaluate methods used to monitor and measure the customer experience

4.2 Recommend approaches to improve the customer experience in the context of an organisation

Key Features

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Learn at your own pace, choose when to start and finish the course

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Apply the learning directly to your current or future work setting

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CMI qualifications show commitment to continual learning to clients, colleagues and industry

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Achieve foundation Chartered or work towards full Chartered Manager status

CMI Unit 522 Managing the Customer Experience

Course Summary

Guided Learning

22 Hours

Course / Unit Credit Value

Unit 522: 50 TUT

Qualification 1

CMI Level 5 Management and Leadership

Qualification 1 Credit Value

Award: 40 TUT; Certificate: 130 TUT; Diploma: 370 TUT

Qualification 2

CMI Level 6 Diploma Professional Management and Leadership Practice (370 TUT)

Qualification 2 Credit Value

Unit 522: 50 TUT (Group B option)
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