CX in Real-Estate : Foundation Course

DAY 1

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Module 1 – The Role of CX in Real Estate

• Understand what Customer Experience (CX) means

• Explore how CX impacts business success

• Differentiate CX from customer service

• Connect your role to the bigger customer picture

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Module 2 – CX Strategies in Everyday Operations

• Identify key customer touchpoints in real estate

• See how internal efficiency supports external satisfaction

• Reflect on how small actions make a big impact

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Module 3 – Customer Profiles in the Egyptian Market

• Learn how to classify customers by need and persona

• Understand cultural and generational expectations

• Adapt your approach to different types of clients

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Module 4 – Voice of the Customer (VoC) Basics

• Discover tools for collecting customer feedback

• Understand why feedback matters

• Recognise your role in capturing and relaying insights
   

Conclusion Day 1 - Quiz

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DAY 2

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Module 5 – Applying CX Principles

• Use empathy and structure to guide interactions

• Participate in a simulation of a property-related query

• Practice small service improvements

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Module 6 – Department KPIs and CX

• Understand how performance is measured

• Link your tasks to larger CX and quality goals

• Explore basic customer satisfaction indicators

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Module 7 – Communication & Complaint Handling

• Practice effective greetings, tone, and responses

• Learn a simple process for handling complaints

• Build confidence through roleplay and coaching
   

Conclusion Day 2 - Quiz & Certification Ceremony​

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✅ Key Takeaways for Participants

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• You play a key role in the overall customer journey, even in small tasks

• Customer expectations are shaped by culture, service quality, and clarity

• Empathy, speed, and communication make the biggest difference

• Listening to feedback and handling complaints well builds trust

• Professionalism is about consistency, not perfection

• You can improve customer experience even without changing systems

• CX is everyone's job, not just the manager’s

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

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