About the Course
Learn how to put in place sustainable processes for managing customer complaints and turning dissatisfied customers into loyal brand ambassadors.
Michael is a seasoned instructor with over 25 years’ activity in B2B customer-facing operations, Michael now assists B2B companies with their CX strategy, Customer Journey Mapping, VoC programmes and complaint management processes.
Apart from being a Certified Customer Experience Professional (CCXP), Michael also has qualifications in Lean 6 Sigma, Quality Management, NPS 2, and Risk Management. He studied Business Economics at the University of Zürich in Switzerland.
Michael founded CX-Excellence.com in 2020 and is based near Lugano, Switzerland. He is also a founder member of the European Customer Experience Organization.