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 habits
Module 2 - Active and passive habits
Module 3 - Understanding Habits
Module 4 - Technology habits
Module 5 - Changing outcomes and finding quick wins
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 2: Managing Customer Habits
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.