Successful organizations understand the importance of providing excellent customer experiences.   This program is a practical, activity-driven training program that helps frontline staff, supervisors, and managers move beyond transactional service and into the realm of memorable, exceptional customer experiences. You will learn how to understand the full customer journey, uncover hidden needs through empathy and curiosity, and apply proven customer experience (CX) tools to design better, smoother, more human interactions.

This course blends discussion, hands-on exercises, prototyping, and real-world application, giving learners immediately actionable strategies for elevating how customers feel at every touchpoint.

Performance Objectives: After completing this course, you should be able to:

• Understand what customer experience is and why it matters.
• Apply empathy and insight techniques.
• Use practical CX design tools.
• Make improvements that last.

Intended Audience: Frontline service staff, supervisors, managers, and anyone involved in customer-facing processes.

Sales Tax Notice: Effective October 1, 2025
In accordance with Washington State law (ESSB 5814), sales tax will be applied to all training services. In addition to the course cost, sales tax will be calculated based on your agency's location and added to your final invoice after the class is completed.