Etiquette-Driven Customer Experience (EDCE)

In today’s customer-centric business environment, one thing is clear. Customer expectations are on the rise, and there’s an increasing demand on brands to deliver at every level of the organization. One important component of delivering a winning customer experience is navigating the difference between the customer experience and customer service.

Customer Experience (CX) is the new battleground

More companies are paying attention to the customer experience than ever before. In fact, Gartner notes: “More than two-thirds of marketers say their companies compete mostly on the basis of ‘’Customer Experience’’, according to the 2017 Gartner Customer Experience in Marketing Survey. And in two years’ time, 81% say they expect to be competing mostly or completely on the basis of ‘’Customer Experience.”

According to McKinsey, many companies have looked at customer service as a cost center, rather than a source of competitive advantage.

Offering your customers, the best CX means improving delivery on every front. For many organizations, that journey begins with mapping customer service vs customer experience. While the CX encompasses all aspects of your business, focusing on improving customer service and gathering insights from the front line of your CX can help your organization delight customers.

Learning Objectives

Etiquette-Driven Customer Experience Skills will provide participants with valuable tools to:

  • Understand the benefits of implementing a quality service approach
  • Identify customer needs and provide the best available service
  • Provide a fit to meet customer needs
  • Implement appropriate strategies for meeting changing customer needs
  • Handle requests that cannot be met, or outside the scope of their responsibility
  • Turn difficult customers/situations into opportunities for the organisation
  • Professionally communicating with difficult customers
  • Identify the hot spots that cause customer frustration


  • Understanding customer expectations
  • Assessing Your Current levels of service
  • Customer loyalty drivers
  • Why customers become dissatisfied
  • Active Listening skills
  • Effective Use of Questioning skills
  • Handling customer complaints and Frustrations
  • Committing to a behaviour change

Etiquette-Driven Customer Experience (EDCE)


Poise Business Image Consulting