❖ Table of Contents

1. Diploma Introduction
2. Diploma Objectives
3. Learning Outcomes (PLOs)
4. Program Structure
5. Level One Courses
6. Level Two Courses
7. Academic Tables
8. Lecture Plan
9. Assessment & Examinations

❖ Diploma Introduction

This diploma aims to prepare professional cadres capable of designing, managing, and enhancing customer experience across all touchpoints. It relies on modern tools covering customer service, satisfaction measurement, service quality, data analytics, artificial intelligence, and digital technologies.

❖ Diploma Objectives

1. Understand the concepts of service quality and customer experience
2. Use satisfaction measurement tools (CSAT – NPS – CES)
3. Employ artificial intelligence to personalize customer experience
4. Apply customer service strategies and manage complaints
5. Use data analytics to predict customer behavior
6. Design practical projects to improve customer experience

❖ Learning Outcomes (PLOs)

• First: Knowledge & Understanding

1. Distinguish between service quality and customer experience concepts
2. Understand analytical tools and business intelligence
3. Recognize AI applications in customer support
4. Comprehend customer satisfaction measurement models

• Second: Cognitive Skills

1. Analyze customer experience challenges
2. Apply critical thinking in selecting measurement tools
3. Predict future customer trends
4. Formulate innovative solutions

• Third: Professional Skills

1. Design surveys and customer journey maps
2. Build dashboards using Power BI and Tableau
3. Develop chatbots
4. Manage customer experience improvement projects

• Fourth: Values & Attributes

1. Adhere to data ethics
2. Adopt a customer-centric culture
3. Demonstrate teamwork
4. Promote creativity and innovation

❖ Program Structure

• Program Duration: One year

• Number of Courses: 6 courses

• Study Mode: 40% lectures – 60% self-study

• Program Language: Arabic

• Delivery Method: Online

❖ Level One (First Semester)

• Course 1: Customer Service

✓ Course Topics

1. Introduction to customer service
2. Internal and external customers
3. Positive behavior
4. Verbal and non-verbal communication skills
5. Customer personality analysis
6. Handling angry customers
7. Telephone customer service
8. Online customer service
9. Time and stress management

• Course 2: Strategies for Measuring & Analyzing Customer Satisfaction

✓ Course Topics

1. Introduction to customer satisfaction
2. Quantitative and qualitative data
3. Survey design
4. Satisfaction indicators (NPS – CSAT – CES)
5. Data analysis
6. Customer journey mapping
7. Technology in satisfaction measurement
8. Turning insights into improvement plans

• Course 3: Service Quality Management & Customer Experience

✓ Course Topics

1. Service quality (SERVQUAL – RATER)
2. Service quality gaps model
3. Service design (Service Blueprint)
4. Customer journey
5. Complaint management
6. Service recovery
7. Organizational culture
8. Measurement and analysis tools

❖ Level Two (Second Semester)

• Course 4: Computer Technology (CBP-CTS)

✓ Course Topics

1. Computer hardware and components
2. Operating systems
3. Storage
4. Input and output devices
5. Networks and the Internet
6. E-commerce
7. Information security

• Course 5: Data Analytics & Business Intelligence

✓ Course Topics

1. Types of analytics
2. Customer data sources
3. Data preparation (ETL – Data Modeling)
4. Power BI and Tableau
5. Customer segmentation
6. Market basket analysis
7. Dashboards
8. Data ethics

• Course 6: Artificial Intelligence Applications in Customer Experience

✓ Course Topics

1. Artificial intelligence and machine learning
2. Sentiment analysis
3. Customer behavior prediction
4. Chatbots
5. Personalization and recommendation engines
6. AI in marketing
7. AI tools
8. Measuring AI performance

❖ Course Table