This is the first step towards managing conversations. Firstly, you are going to learn how to simplify the internal conversation about customer feelings. Then in Level 2, you learn how to improve conversations. This course has 6 modules.
Module 1 - Introduction to feelings
How do we think about things and what is a perfect 10? How do we think about our feelings and how do we talk about them.
Module 2 - Active and passive emotions
There are 5 basic emotional states in the sense of outcomes. Something is either passive or active and if it active then how much so? You learn about the science of measuring feelings.
Module 3 - Understanding Emotions and Feelings
Each type of feeling has a series of common characteristics. This module breaks down the detail of these characteristics.
Module 4 - Technology choices
We review all the different types of technology there are in the market and the different things they measure. From sound waves and surveys to sentiment analysis and clusters of AI. We provide you with the tools that you use to score conversations and then show you how to use them.
Module 5 - Changing outcomes and finding quick wins
Once you have the tools and the training we work through examples to make sure that you can make the right decisions about improvements
Module 6 - Continuous Improvement Plan
In the last module, you bring together all of the parts into a plan that provides the basis for your certification and list of things you can start doing tomorrow.
XIC Level 1: Managing Customer Emotions - March 29
A practical way to score emotions within your customer experiences tomorrow - thats your training goal
This is online and you can work at your own pace. It's interactive where delegates work on their own or "one to one" with a tutor or in groups. Its up to you!
There are communication threads and Q&A as well as downloadable presentations worksheets and video files.
So you can progress through your training and join webinars or simply watch them after the scheduled time and add questions.