About Lesson
Exercise Files
Module 1: Customer Experience (Masterclass)
We kick off by getting a good understanding of customer experience. What customer experience is, why it is important and how to improve CX.
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Module 2: The Art of Interviewing
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CHAPTER 1 CONNECT
In unstructured or semi-structured interviews, being able to establish a rapport with the person is key to them opening up to you and sharing information and sentiments with you
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CHAPTER 2 PROBE
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CHAPTER 3 LISTEN
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CHAPTER 4 EMPATHY
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CHAPTER 5 STORY
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CHAPTER 6 IMPACT
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CHAPTER 7 NEUTRAL
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Quiz: Art Of Interviewing
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Module 3: Blueprint for Advanced CX Interviewing
The definitive framework to advanced interviewing
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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. Considering the Customer Journey: Gain an understanding of a typical customer 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. Utilising 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.
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Module 5: Mastery: Customer Experience Interviews
Mock interviews putting skills into practice, with one-on-one feedback.
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CPL TRAINING ACADEMY: Advanced CX Interviewing
Course review
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CERTIFICATION
Successful completion of Mastery of Advanced Interviewing presented by the Consumer Psychology Lab Training Academy
