Customer Experience - Quality Tools
Course ID: 260504 0101 956Proj
Course Dates : 04/05/2026 Course Duration : 5 Studying Day/s Course Location: London, United Kingdom
Language: Bilingual
Course Category: Professional and CPD Training Programs
Course Subcategories:
Business Decision Making Commercial & Contract Management Operational Excellence Performance Management Process Improvement
Course Certified By: Projacs Academy & LondonUni - Executive Management Training
* Professional Training and CPD Programs
Leading to:
Executive Diploma Certificate
Leading to:
Executive Mini Masters Certificate
Leading to
Executive Masters Certificate
Certification Will Be Issued:
From London, United Kingdom
Course Fees:
VAT varies by course location and participant nationality.
Date has passed please contact us Sales@e-s-hub.com
Introduction
This course teaches practical quality tools for improving customer experience. You will learn how to turn customer feedback and process data into concrete actions. Sessions use real examples and hands-on exercises so you can apply techniques immediately. The focus is on reducing repeat complaints, shortening resolution time, and improving measurable CX outcomes.
Objectives
1. Map end-to-end customer journeys and identify key failure points and handoff issues.
2. Translate Voice of the Customer (VOC) into measurable requirements and KPIs.
3. Use root-cause tools (5 Whys, fishbone) and Pareto analysis to prioritize fixes.
4. Design and run quick tests or pilots to validate improvements and measure impact.
5. Build control charts and simple dashboards, and define control plans to sustain gains.
2. Translate Voice of the Customer (VOC) into measurable requirements and KPIs.
3. Use root-cause tools (5 Whys, fishbone) and Pareto analysis to prioritize fixes.
4. Design and run quick tests or pilots to validate improvements and measure impact.
5. Build control charts and simple dashboards, and define control plans to sustain gains.
Who Should Attend
1. Customer Experience (CX) Managers and Team Leads
2. Quality Assurance / Quality Managers (service or product)
3. Contact/Call Center Supervisors and Operations Managers
4. Process Improvement / Continuous Improvement Specialists (Lean, Six Sigma practitioners)
5. Product Managers and Service Designers responsible for customer journeys
Training Method
• Pre-assessment
• Live group instruction
• Use of real-world examples, case studies and exercises
• Interactive participation and discussion
• Power point presentation, LCD and flip chart
• Group activities and tests
• Post-assessment
If Applicable:
• Each participant receives a 7” Tablet containing a copy of the presentation, slides and handouts
Program Support
This program is supported by:
* Interactive discussions
* Role-play
* Case studies and highlight the techniques available to the participants.
Course Agenda
Daily Schedule (Monday to Friday)
- 09:00 AM – 10:30 AM Technical Session 1
- 10:30 AM – 12:00 PM Technical Session 2
- 12:00 PM – 01:00 PM Technical Session 3
- 01:00 PM – 02:00 PM Lunch Break (If Applicable)
- Participants are expected to engage in guided self-study, reading, or personal reflection on the day’s content. This contributes toward the CPD accreditation and deepens conceptual understanding.
- 02:00 PM – 04:00 PM Self-Study & Reflection
Please Note:
- All training sessions are conducted from Monday to Friday, following the standard working week observed in the United Kingdom and European Union. Saturday and Sunday are official weekends and are not counted as part of the course duration.
- Coffee and refreshments are available on a floating basis throughout the morning. Participants may help themselves at their convenience to ensure an uninterrupted learning experience Provided if applicable and subject to course delivery arrangements.
- Lunch Provided if applicable and subject to course delivery arrangements.
Week 1
Day 1 – Foundations of Customer Experience Quality
1. Principles of Customer Experience Quality
- Customer expectations and perceived quality
- Service quality dimensions
- Linking quality to business performance
2. Customer Journey Mapping
- Identifying customer touchpoints
- Mapping end-to-end customer journeys
- Recognising service handoff points
3. Voice of the Customer (VOC)
- Collecting customer feedback
- Understanding customer needs
- Translating feedback into measurable requirements
Day 2 – Identifying Quality Improvement Opportunities
1. Customer Experience Measurement
- Customer satisfaction indicators
- Service quality KPIs
- Monitoring customer performance
2. Process Mapping
- Mapping service delivery processes
- Identifying bottlenecks
- Detecting process variation
3. Prioritising Improvement Areas
- Identifying critical issues
- Evaluating business impact
- Selecting improvement priorities
Day 3 – Root Cause Analysis Tools
1. The 5 Whys Technique
- Identifying underlying causes
- Asking effective investigative questions
- Validating root causes
2. Fishbone (Cause-and-Effect) Analysis
- Categorising potential causes
- Analysing process failures
- Developing corrective actions
3. Pareto Analysis
- Identifying the vital few issues
- Prioritising corrective actions
- Maximising improvement efforts
Day 4 – Testing and Controlling Improvements
1. Improvement Pilots
- Designing small-scale tests
- Measuring pilot results
- Evaluating improvement effectiveness
2. Control Charts
- Monitoring process performance
- Detecting process variation
- Maintaining service consistency
3. Customer Experience Dashboards
- Developing visual performance reports
- Tracking quality KPIs
- Supporting management decisions
Day 5 – Practical Customer Experience Quality Workshop
1. Customer Journey Improvement Exercise
- Mapping a customer journey
- Identifying improvement opportunities
- Prioritising corrective actions
2. Quality Improvement Project
- Applying root cause analysis tools
- Designing an improvement pilot
- Measuring expected outcomes
3. Continuous Improvement Planning
- Developing quality control plans
- Assigning monitoring responsibilities
- Course review, feedback and implementation planning
