Customer Experience for Managers: Read Behind the Numbers
Included with TrainMeUK — no separate course purchase required.
Read CX dashboards critically, find the real causes of a poor experience, coach staff without blaming them, and measure what matters.
- Assign to
- Team leaders and branch managers
- Duration
- 25 minutes
- Evidence
- 12-question quiz
- Your version
- Editable
What they will be able to do
- Read CX dashboards critically: samples, trends and what’s missing.
- Trace a poor experience back to its real cause.
- Help staff improve without blaming them for system problems.
- Choose measures that show whether a change is working.
The course
- 01Reading the numbers
- 02Finding the cause
- 03Coaching your team
The decision they practise
In the main activity, “Read the weekly CX dashboard”, learners spot the red flags in a realistic document and see the effect of each choice. In “Coaching Tasha”, a face-to-face conversation, learners practise what to say and do when the other person pushes back. The wrong options are things a well-meaning person might genuinely say, and the feedback explains why each one is tempting. Short animations show “Join the dots” and “Better measures”.
How you know they finished
The 12-question quiz mixes multiple choice, matching and sequencing questions and returns to the opening story.
Relevant legislation and guidance
The course draws on these. Which ones apply depends on the organisation and the role. Finishing the course is a training record.
- Consumer Rights Act 2015
- Equality Act 2010
How this course is built
Interactive activity
Learners practise the decision in the course, including what to say when someone pushes back.
Edit it in the builder
On Growth and above, adapt the scenarios and wording to your own workplace, policies and reporting procedures.
A record they finished
The 12-question quiz closes the course, so you can show who completed it.
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