CX in Real-Estate: Leadership Course

DAY 1

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Module 1 – The Strategic Role of CX in Real Estate

• Define how CX supports competitive advantage

• Understand the impact of good and poor CX on business metrics

• Connect middle management roles with customer loyalty and retention

• Identify opportunities to make CX tangible within team operations

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Module 2 – Customer-Centric Leadership Mindset

• Explore mindset shifts from control to accountability

• Identify how leaders influence the tone of customer interaction

• Reflect on behaviours that model empathy, consistency, and clarity

• Discuss how culture is shaped through daily routines

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Module 3 – Mapping the Customer Journey Across Departments

• Visualise the full customer journey in real estate

• Identify friction and ownership gaps across lifecycle phases

• Analyse handover points where service breaks down

• Suggest collaborative fixes that improve continuity

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Module 4 – Voice of the Customer (VoC) and Customer Insight

• Use VoC tools to uncover recurring issues

• Interpret structured and informal feedback sources

• Evaluate root causes using complaint data

• Prioritise themes for internal action and resolution

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Conclusion Day 1 - Quiz

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DAY 2

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Module 5 – Coaching and Empowering Teams for CX Excellence

• Practise coaching and feedback methods for service consistency

• Link team KPIs with experience expectations

• Reinforce positive behaviours and manage accountability

• Motivate teams to take ownership of customer problems

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Module 6 – Handling Escalated Complaints Professionally

• Apply structured approaches to cross-functional complaints

• Balance empathy, policy, and responsiveness

• Ensure learning from escalated issues is captured and shared

• Build trust through calm, informed communication

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Module 7 – Operationalising CX – Metrics and Improvement Loops

• Design and track meaningful CX indicators

• Use mini scorecards to align departmental performance with the CX strategy

• Set up regular review loops for improvement

• Integrate customer feedback into operational dashboards

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Module 8 – Wrap-Up and Leadership Action Plan

• Draft a personal CX leadership pledge

• Share commitments and identify accountability partners

• Reflect on key insights and implementation opportunities

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Conclusion Day 2 - Quiz & Certification Ceremony​

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✅ Key Takeaways for Participants

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• CX is a business driver that middle managers must champion

• Leadership mindset and tone set the standard for team behaviour

• Mapping the journey helps identify gaps and silos in service delivery

• VoC is a strategic input, not just a reporting tool

• Coaching builds confidence and consistency across teams

• Escalated complaints require speed, empathy, and ownership

• Metrics should reflect outcomes that matter to customers

• Operational success in CX comes from clarity, coaching, and commitment

• Dual-branded (CXEGA & CX-Excellence) digital and physical certificate

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