Training Smarter Customer Service for Better Customer Experience (Vilvoorde)
In this training you will learn how to turn every customer challenge into an opportunity for loyalty. This training will give you answers, insights and inspiration based on academic research related to Customer Service and Customer Experience, combined with lots of practical examples and hands-on games.
This training day will be taught by Christel Pletinckx. She is a leading Customer Experience expert. Her talent lies in striking the perfect balance between business efficiency and customer satisfaction, making her a driving force behind customer-centric strategies. Her impressive track record includes guiding major mergers and developing customer retention strategies that help businesses optimise processes and elevate the Customer Experience.
What to expect?
In this interactive masterclass, we guide you through the critical link between Customer Service and Customer Experience. You’ll discover how to move from reactive firefighting to proactive, customer-driven service strategies.
This is not just a presentation — it’s a hands-on experience. Through serious games, real-life cases and concrete tools, you’ll bring the theory to life and practice new skills in a safe, energizing environment.
Why this masterclass stands out?
We believe that learning happens best when you do, not when you listen. That’s why this session integrates gamified learning elements that challenge your thinking and sharpen your service reflexes. You'll leave with more than just knowledge — you'll leave with experience.
Programme overview
- Setting the scene: From customer-focused to customer-driven
- Understanding service recovery: What it is, why it matters, and how it works
- Designing smarter service: Touchpoints, channels, and process optimization
- People & empowerment: What your team needs to succeed
- Metrics that matter: From CSAT to CES and beyond
- Interactive games: Practice recovery strategies in lifelike simulations
Who is it for?
Customer service professionals
CX managers and leads
Team leaders looking to elevate their service mindset
Anyone ready to make customer service a business driver
What you’ll take away
A clear understanding of how service recovery impacts satisfaction, loyalty and ROI
Tools and techniques to improve your service operations
The tool to design a personal action plan to implement what you’ve learned
First-hand experience through practical simulation games
Practical arrangements
Price? The fee for participating in the masterclass is €850,- (Excl. VAT). Early bird registration is 15% korting. Early bird registration 4 weeks before workshop date. KMO portefeuille possible.
When? September 16th, 2025 from 9AM to 5PM.
Where? Office center Vilvoorde, Luchthavenlaan 27, 1800 Vilvoorde.
How? Interactive sessions. Slides will be in English, session itself will be in Dutch. In case non-Dutch speaking participants are present, sessions will be given in English.
What? Participants will receive course material. Participants will also receive a certificate of completion at the end of the workshop. Lunch and drinks will be provided.
Who? The training will be taught by Christel Pletinckx, founding partner of The Kalepa Group.
