Public Relations

Customer Experience Communication

Every message a customer receives shapes their experience. This course covers communication across the customer journey: journey mapping, tone of voice, writing customer messages, service recovery communication, proactive updates, personalising communication and measuring communication’s effect on experience.

5 days Classroom or live online English

Smart Horizon Certified - Global Leadership Consultants

Take the course details with you.

Download the full standard outline: why attend, methodology, objectives, audience, competencies, the daily outline and current plans.

Download course PDF

Why attend

From knowledge to real-world impact.

Confusing letters, emails and notifications damage customer experience. You will learn to make every message helpful and human.

Workplace challenges

Professional Problems This Course Is Designed to Solve

The programme explores practical approaches to the following challenges. Results depend on how the learning is applied in your organisation.

Difficulty translating subject knowledge into practical workplace decisions.
Inconsistent approaches to the activities covered in the course outline.
Lack of a structured plan for applying and reviewing new skills.

Course methodology

How you will learn.

Journey mapping, message rewriting, tone of voice workshops and case studies.

Course objectives

What you'll take away.

By the end of this course, participants will be able to:

Map communication touchpoints across the customer journey
Define tone of voice for customer messages
Write clear, helpful customer communications
Communicate during service failures
Use proactive and personalised updates
Measure communication impact on experience

Target audience

Who should attend.

This course is suitable for:

Customer experience managers
Communication and content teams
Customer service leaders
Marketing professionals
Product managers

Target competencies

Capabilities you will build.

Participants will develop competencies in:

Journey mapping
Tone of voice
Message writing
Service recovery
Measurement

Course outline

Your learning journey.

A focused, practical outline with time to explore, apply and reflect.

Day 1Communication and Experience

09:00–10:08Touchpoints
10:08–11:00Customer effort
11:00–11:30Coffee break
11:30–11:45Customer effort (continued)
11:45–12:53Case studies
12:53–14:00Exercise

Day 2Tone of Voice

09:00–10:08Defining tone
10:08–11:00Guidelines
11:00–11:30Coffee break
11:30–11:45Guidelines (continued)
11:45–12:53Examples
12:53–14:00Workshop

Day 3Writing Messages

09:00–10:08Letters and emails
10:08–11:00Notifications
11:00–11:30Coffee break
11:30–11:45Notifications (continued)
11:45–12:53Plain language
12:53–14:00Rewriting practice

Day 4Service Recovery

09:00–10:08Apologies
10:08–11:00Updates
11:00–11:30Coffee break
11:30–11:45Updates (continued)
11:45–12:53Compensation messages
12:53–14:00Role play

Day 5Measurement

09:00–10:08Feedback
10:08–11:00Complaint analysis
11:00–11:30Coffee break
11:30–11:45Complaint analysis (continued)
11:45–12:53Improvement
12:53–14:00Action plan

The timings provided are estimates and may vary depending on the number of participants and the discussions taking place during the sessions. They are indicative only and do not constitute a binding commitment.

Dates & venues

Find a session that works for you.

Confirmed dates accept registration requests. Tentative dates are enquiry only.

Good to know

A few things to know.

How is the course delivered?

Our classroom programmes combine facilitated discussion, case studies, exercises and reflection. The precise format will be confirmed before enrolment.

Can you deliver this programme for our team?

Yes, you can enquire about a tailored programme. Share your goals, group size and preferred dates with our learning team.

Will I receive a certificate?

Participants who complete the programme receive a Smart Horizon UK certificate of attendance. Smart Horizon UK programmes are not externally accredited and do not award a professional qualification, licence or designation. Where a course title or outline refers to a professional certification (for example, AACE International's Certified Cost Professional), the programme supports learning and preparation only; the credential itself is awarded solely by the relevant professional body under its own application and examination requirements.

What should I confirm before booking travel?

Please confirm the session, exact venue, accessibility arrangements, fees and any visa requirements with the team before arranging travel. Tentative dates are not confirmed sessions.

Keep exploring

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