CUSTOMER EXPERIENCE (CX) MASTERY LEVEL I

 
Built for Complaints, Escalations & Service Recovery Teams

Where the art and science of service come together to turn moments into loyalty.

February 2025 | 09h00 - 17h00 | Online, Zoom Facilitated 
€2,200 per person

BOOK NOW

Service with a Smile Masterclass


Elevate your Customer Experience!

Attend this full day in-person masterclass and delve into the art and science of exceptional service.

In-Person Masterclass 
8 May 2025 
09h00 - 17h00 (GMT+2)
ZAR 2,000 per person

Enroll now

Turn Complaints

Chaos into Loyalty.

Your team handles the toughest moments in the customer journey—angry customers, regulatory pressure, SLA clocks ticking, and leaders asking for results yesterday. This program gives complaints professionals a proven, human-first system to de-escalate fast, repair trust, and turn detractors into vocal fans.

CX Mastery is for complaints & escalations teams, team leaders, QA, customer care managers, and CX partners—especially in regulated environments.

After Level 1, you’ll move from firefighting to service recovery pros

This is a transformative journey that will revolutionize your organization's approach to customer excellence.  


Each module in the CX Mastery program is meticulously crafted to provide you with the knowledge, strategies, and practical tools necessary to excel in your CX role. From mastering the fundamentals of CX strategy and cultivating a customer-centric culture to mapping customer journeys, measuring success, and driving meaningful change, we cover it all..

From building a CX strategy blueprint and a client-centric culture, to turning complaint data into customer insight, mapping the moments that matter, and documenting recovery plans teams can execute, CX Mastery equips you with precise, practical skills you can use immediately.

Looking for the skills that will set you apart from
the rest?

This masterclass is designed for service professionals across various industries, including hospitality, banking, insurance, and any other service industry.  


Through a combination of interactive learning sessions and practical exercises, participants will gain a deep understanding of customer psychology, learn proven strategies for delivering outstanding service, and celebrate personal growth and success in their roles.

From understanding the emotional genesis of conflicts to strategising innovative service recoveries and stress management techniques, this masterclass equips you with precise and potent skills.

Why trust us?

 

As the sole Customer Experience Professionals Association (CXPA) Authorized Training Provider in Africa, BrandLove doesn’t just teach best practices; it crafts leaders of a new industry paradigm. 

Further distinguished by its accreditation from the Education Alliance in Finland; the program offers a globally recognised, comprehensive curriculum that sets the gold standard in training.

Align teams on strategy, design journeys that fix root causes, and package it all into an actionable plan that drives measurable outcomes.

BOOK NOW

What you will master

Module 1:

The Strategy Blueprint for Success

 

Module 2:

The Secret Sauce of a Client-Centric Culture

 

Module 3:

Know Your Customer

 

Module 4:

Customer Journey Mapping Success Formula

Module 5:

Documenting Your Customer Journey Map

Unlock the secrets to revolutionizing your organization's approach to CX

By the end of this program, you will have the tools to set a CX strategy, embed a customer-first culture, turn complaints data into action, design moments that matter, and document clear ownership—elevating experiences and driving real business results.


Together, let's shape the future of customer excellence.

Optional in-house delivery tailored to your industry, policies, and regulators.

 

Live, hands-on facilitation and practice.

 

Completion badge and post-program support resources.

 

A clear service-recovery recipe for de-escalation and closure.

CX Mastery: Recovery That Wins Loyalty

BOOK NOW

Your Lecturer


This masterclass will be led by Chantel Botha (CCXP), a celebrated author and seasoned educator who brings 15 years of teaching CX success.

Chantel Botha is the founder of BrandLove and the esteemed author of "The Customer Journey Mapping Field Guide." Her mission—rooted in deep expertise and impassioned belief—is straightforward yet transformative: to unlock the latent genius in individuals and empower teams to represent their brands with unparalleled pride and efficacy.

Over the past two decades, Chantel has meticulously honed a specialised methodology that bridges the gap between a brand's promises and its real-world deliverables. She implicitly understands that employees serve as the "moment of truth" in any customer's interaction with a brand. 

Thus, she has formulated a fail-proof recipe to transform ordinary employees into extraordinary "Brand Warriors" who meet and exceed customer expectations.

Your Lecturer

 

This masterclass will be led by Chantel Botha (CCXP), a celebrated author and seasoned educator who brings 15 years of teaching CX success.

Chantel Botha is the founder of BrandLove and the esteemed author of "The Customer Journey Mapping Field Guide." Her mission—rooted in deep expertise and impassioned belief—is straightforward yet transformative: to unlock the latent genius in individuals and empower teams to represent their brands with unparalleled pride and efficacy.

Over the past two decades, Chantel has meticulously honed a specialised methodology that bridges the gap between a brand's promises and its real-world deliverables. She implicitly understands that employees serve as the "moment of truth" in any customer's interaction with a brand. 

Thus, she has formulated a fail-proof recipe to transform ordinary employees into extraordinary "Brand Warriors" who meet and exceed customer expectations.

See what our customers say about our programs

 
 
 
Video Poster Image

Customer Experience Mastery Program: Level I

 

DATE:

FEBRUARY 2025

 

TICKET PRICE: 
€2,200 per person (excl. VAT)

30% Early Bird Discount! 

Submit the form below to secure your spot.

 

Want to get in touch?

 

Drop us an email at [email protected] and we will contact you.