Customer Experience Management

At Bristol Business School, our portfolio of open programmes offers you and your business a flexible learning solution.  We have a range of programmes covering a wide range of topics, including Finance, Strategy, Marketing, Leadership, Coaching and Mentoring, Innovation, and Design Thinking, among many others.  Our programmes are delivered by experienced practitioners and academics, who combine cutting-edge thinking with a practical, real-world focus, ensuring our programmes meet professional and industry needs.

Course introduction

Management gurus talk about the need to `delight' customers, meaning to exceed their expectations in a way that is surprising and pleasing. This, however, is easier said than done; attempts to offer new and unusual service experiences can be expensive, time-consuming and can often backfire. This two-day programme is designed to get behind the hype to look at the practicalities of creating satisfying service experiences. You will learn techniques for managing and developing the many elements that contribute to a service experience. You will also explore different ways of pursuing that elusive goal of `the delighted' customer.

Who is it for?

This programme is designed for anyone who is involved in service management or delivery. You may already be in a managerial position as a leader of a small team or a larger department, or are about to step into a managerial position. The programme is designed to suit a range of commercial and non-profit sectors, including services, retail, manufacturing, charity and the public sector.

What do I get out of it?

By the end of the programme you will:

• Understand how the servicescape supports the management of the customer experience
• Create, design and delivery new service products
• Monitor and control the delivery of customer experiences
• Understand the potential and limitations of self-service technology
• Gather data which enables continuous improvement

Entry requirements

There are no formal entry requirements for this open programme, although some familiarity with established management concepts is desirable.

Content

What does it cover?

The programme will cover the following topics:

• Experiences, emotion and value in service delivery
• Designing the servicescape
• Creating satisfying customer experiences
• Managing service quality
• Customer relationship management
• Making use of technology in services
• Service recovery
• Putting it all together

How will I learn?

This stimulating programme with feature a rich mix of real-life examples, lectures, and group sessions. It is designed to be highly engaging and practical. As such, participants are expected to contribute their own perspectives and take an active part in group activities.

Study facilities

Our Executive Education Programmes are run at our dedicated Bristol Business Engagement Centre, providing a professional environment for your development needs. Located at Frenchay Campus, with easy access to the M4 and M5 motorways and Bristol Parkway rail station, it has four fully equipped training rooms, a communications and reception area.

To be able to fully participate in our programme, you will need to be comfortable with using the Internet and searching for information online. Session materials are presented through a number of sources including Microsoft Word, Power Point, pdf and online workbooks and discussions.

Supplementary fee information

Programme dates

Cohort	Time	Location
June 2020 Session 1 - Monday 8 June 2020 Session 2 - Tuesday 9 June 2020	9.30 - 16.30 9.30 - 16.30	Frenchay Campus Frenchay Campus

Please see the table below for current fees and discounts available. All prices are VAT exempt.

Discounts can not be used in conjunction with each other. The greatest discount available will be applied at your booking confirmation.

Programme fees

Cohort	June 2020
Location	Frenchay Campus
Full Fee	£525
Payment Deadline	31 May 2020
Early Bird Discount	£472
Payment Deadline	12 April 2020
UWE Alumni Discount	£446
Payment Deadline	24 May 2020
UWE Staff Discount	£446
Payment Deadline	24 May 2020

Fees include refreshments and lunch at all venues. Parking is only included at the Frenchay Campus location.

Locations

• Frenchay Campus - Bristol Business School, UWE Bristol, Frenchay Campus, Coldharbour Lane, Bristol BS16 1QY. How to find UWE Bristol
• Bristol City Centre - Bristol Law Society, 12 Colston Ave, Bristol BS1 4ST. How to find Bristol Law Society

How to apply

To make a full or provisional booking for this programme, please complete the relevant online booking form below:

Cohort
June 2020	Book Now	Enquire Now

For further information

• Email: Please contact us on the enquiry form above
• Telephone: +44 (0) 117 32 87408