Advanced CX Interviewing

By Liezel Jonkheid Categories: Interviewer
Wishlist Share
Share Course
Page Link
Share On Social Media

About Course

Welcome to the CPL Training Academy, where we specialise in cultivating excellence in customer experience interviews. Are you prepared to embark on a transformative journey that will take your interviewing skills to unparalleled heights?

Our meticulously curated course is tailored for individuals aspiring to master in the art of interviewing, unearthing invaluable insights that fuel revolutionary advancements in customer experience. Throughout this course, you will delve into advanced techniques designed to elevate qualitative interviewing to new levels of proficiency.

Key Highlights:

  • Understanding Customer Experience: Develop a comprehensive understanding of customer experience (CX) fundamentals, recognizing its pivotal role in shaping brand perception. Explore the critical significance of qualitative insights in enriching the brand experience.
  • Mastering the Art of Interviewing: Refine essential skills for advanced interviewing. From building rapport to uncovering deeper insights, become proficient in fostering open, candid dialogue that drives strategic decision-making.
  • Understanding Customer Experience Dynamics: Develop a holistic understanding of customer experience (CX) dynamics to navigate intricate conversations in this nuanced environment.
  • Unlocking the Blueprint of Customer Conversations: Gain access to the DNA of unstructured conversations, optimizing understanding of customer experiences. Learn to navigate diverse interactions to extract valuable insights, empowering the company or client with actionable information for CX enhancement.
  • Practical Application and Mastery: Solidify your skills through immersive practice interviews, ensuring practical mastery and the development of critical competencies essential for becoming an expert in qualitative interviewing within customer experience.

Who Should Attend:

This course caters to individuals seeking to enhance their interviewing skills, particularly within the realm of customer experience. It is ideal for CX professionals, market researchers, or anyone involved in interviewing who desires to refine their techniques with a more nuanced, unstructured conversational approach, thus deepening their comprehension of customer insights.

Engaging Learning Experience:

  • Flexible Self-Paced Study: Immerse yourself in the fundamentals of CX and customer insights at your own pace and convenience. Reinforce your learning with quizzes and assignments designed to seamlessly integrate theory into practice, transforming content into actionable knowledge.
  • Guided by Industry Experts: Learn directly from seasoned professionals in the field through expert-led tutorials. Benefit from their wealth of experience as they provide practical guidelines tailored to real-world scenarios, ensuring relevance and applicability.
  • Dynamic Interactive Sessions: Engage in lively discussions, sharing knowledge, and gaining valuable insights from both peers and seasoned experts. These interactive sessions offer additional context and enrich your learning experience, fostering collaboration and deeper understanding.
  • Hands-On Practical Mastery: Hone your skills through practical, simulated real-world scenarios, mastering the art of interviewing. These invaluable opportunities allow you to apply your newfound knowledge and expertise, preparing you for success in any interviewing context.
  • One-on-One Coaching: Receive personalized feedback and mentoring from experts, ensuring a unique and tailored learning experience. This individualised guidance accelerates your journey to mastery, providing support and insight every step of the way.

Embark on Your Path to Mastery:

Join us on this transformative expedition towards mastering advanced qualitative customer experience interviewing. This course promises not only to enhance your interviewing prowess but also to empower you to significantly influence our company’s or client’s customer experience strategy.

Are you prepared to elevate your interviewing skills and become a catalyst for customer experience excellence?

Transform your skills. Transform insights. Transform customer experiences.

Show More

What Will You Learn?

  • Completing our CX Interviewing Mastery Course offers a myriad of benefits that will empower you to excel in your role and drive transformative changes in customer experience:
  • 1. Mastery in Interviewing Techniques: Gain proficiency in the art of qualitative interviewing, from establishing authentic connections with interviewees to eliciting candid responses that reveal invaluable insights.
  • 2. Enhanced Customer Understanding: Deepen your comprehension of customer experience fundamentals, enabling you to uncover hidden pain points, preferences, and motivations that shape brand perception.
  • 3. Strategic Insight Generation: Acquire advanced techniques in empathy, emotional intelligence, and strategic questioning, equipping you to extract deeper insights that inform strategic decision-making.
  • 4. Confidence in Complex Situations: Develop the confidence to navigate even the most challenging of interview scenarios, armed with a diverse toolkit of proven techniques and strategies.
  • 5. Practical Application: Put theory into practice through immersive, hands-on exercises that simulate real-world interviewing scenarios, ensuring you're ready to excel from day one.
  • 6. Professional Advancement: Enhance your professional profile and expand your career opportunities by showcasing your expertise in qualitative interviewing and customer experience insights.
  • 7. Networking and Collaboration: Engage with industry experts and peers in a dynamic learning environment, fostering valuable connections and opportunities for collaboration and growth.
  • 8. Positive Impact on Business Outcomes: By mastering advanced interviewing skills, you will contribute to improving customer satisfaction, loyalty, and ultimately, business success.

Course Content

Module 1: Customer Experience (Masterclass)
The focus shifts into customer experience. What customer experience is, why it is important and how to improve CX.

  • Lesson: Customer Experience (CX)
    58:44
  • Resource CX Definitions
    01:45
  • Contact session: CX Masterclass
  • Quiz: Customer Experience (CX)

Module 2: The Art of Interviewing
This module focuses on the seven core skills required to get the best results from CX interviews. Interviews that will provide deeper insights to assist your company or client with rich customer insights around CX

CHAPTER 1 CONNECT

CHAPTER 2 PROBE

CHAPTER 3 LISTEN

CHAPTER 4 EMPATHY

CHAPTER 5 STORY

CHAPTER 6 IMPACT

CHAPTER 7 NEUTRAL

Quiz: Art Of Interviewing

Module 3: Blueprint for Advanced CX Interviewing
The definitive framework to advanced interviewing

Module 4: Preparing For Your Interviews
Proper preparation is key to conducting a professional and insightful customer experience (CX) interview. This module is designed to equip you with the knowledge and strategies needed to manage the flow of the conversation, focus on critical areas, and handle the dynamics of different personalities within the CX context. Key aspects we will cover include: 1. Understanding the Customer: Develop a comprehensive picture of the customer, whether they belong to your company or your client's company. 2. Grasping the Customer Journey: Gain an understanding of their typical journey to navigate unstructured conversations effectively. 3. Adapting to Different Personalities and Emotions: Learn to feel comfortable and adapt to various personalities and emotional responses during the interview. 4. Utilizing Non-Verbal Cues: Master the art of reading and using non-verbal cues to enhance the quality of your interactions. By the end of this module, you will be empowered with everything you need to maximize the value of your CX interviews, ensuring insightful and productive conversations.

Module 5: Mastery: Customer Experience Interviews
Mock interviews putting skills into practice, with one-on-one feedback.

CPL TRAINING ACADEMY: Advanced CX Interviewing
Course review

CERTIFICATION
Successful completion of Mastery of Advanced Interviewing presented by the Consumer Psychology Lab Training Academy

©2024 The Consumer Psychology Lab