Customer Experience

Define customer experience within the context of professional practice in the natural and built environment

Assess the impact of brand reputation on client trust, retention and business growth

Develop and sustain strong client relationships through consistent and professional engagement

Manage customer complaints constructively, safeguarding both relationships and reputation

Map and enhance the client journey, from initial engagement through to completion and beyond

Measure and evaluate customer experience performance using appropriate metrics and feedback

Apply technology and innovation to strengthen service delivery and client outcomes

Embed a customer centric mindset within professional practice in line with RICS standards

Client perception, trust and long term relationship management sit at the heart of professional success in the sectors shaping and managing our natural and built world. This course, featuring curated content from Access Learning and delivered through the RICS partnership with Access Learning, equips professionals with the insight and practical tools to strengthen client relationships and elevate service delivery.

You will explore the foundations of customer experience within professional services, examining how brand reputation, service culture, communication and innovation influence trust, loyalty and repeat business. The course takes a structured view of the full client journey, from initial engagement through to project delivery and beyond, helping you identify where expectations are shaped and where experience can be improved.

A strong focus is placed on handling client expectations, managing complaints constructively and using feedback as a catalyst for continuous improvement. These capabilities are critical in environments where transparency, integrity and accountability directly influence professional standing and long term success.

This course supports you in building stronger client advocacy, protecting reputation and embedding a customer centric approach that enhances both individual practice and organisational performance.

Topics Covered

Introduction to Customer Experience

1. Foundations of Customer Experience
2. The Customer Promise and Customer Journey

Delivering Outstanding Customer Interactions

1. Ways of Communicating With Customers
2. Building Relationships With Customers
3. Customer Complaints

Designing and Managing Customer Experience

1. Measuring Customer Experience
2. Technology and Innovation

Embedding Customer-Centric Culture

1. Building Customer-centric Culture
2. Creating Customer Advocates
3. Brand reputation

Enrollment duration: 90 Days

Languages: Arabic Chinese Czech Dutch English French German Hungarian Italian Korean Polish Portuguese Russian Spanish

Category: Cross sector

Price: 630.87 NZD

Member price: 467.31 NZD

Course Type: E-Learning