Launching on January 23, 2025, the World-Class Customer Experience Certification
Whether you're leading a dry cleaning operation, managing
customer-facing teams, or part of the allied trades supporting the industry,
this certification will equip you with strategies to elevate customer
satisfaction, build loyalty, and drive business growth. Non-members are also
welcome to join and experience the transformative power of this program.
How It Works:
Bi-Monthly Webinars: Attend six live, expert-led sessions,
held every other month, focused on key aspects of customer service excellence.
Monthly Support Meetings: On alternate months, participate
in hands-on meetings to review exercises and assignments, ensuring practical
application of concepts.
Certification Requirements
Attend or watch all webinars (recordings provided).
Complete and submit all exercises in video format as part of
the guided walkthrough.
Fully engage with the program to earn certification.
This structure ensures continuous learning and
accountability throughout the year.
Who Should Participate:
Dry Cleaning Owners and Executives: Learn how to instill a culture of exceptional service and set your business apart in a competitive market.
Managers: Gain tools to inspire and empower your team,
ensuring consistent, high-quality service at every touchpoint.
Allied Trade Members: Discover how to support dry cleaning
businesses with customer-centric approaches that foster stronger partnerships.
Non-Members: Even if you’re not currently affiliated with
the National Cleaners Association, this program will provide the insights and
skills you need to succeed.
Program Topics and Schedule:
Kickoff: Transform Your Business with the World-Class
Experience Certification (January 23, 2025)
This energizing session sets the stage for a year of growth
and transformation. Led by the renowned John DiJulius, this webinar will
redefine your approach to customer service by highlighting the power of
exceptional customer experiences. Discover how this certification can elevate
your business to a world-class standard and provide a clear roadmap to success.
Session 1: Unlocking the Customer’s Mindset – Your Secret to
Success (February 13, 2025)
Exceptional customer service starts with understanding your
customers. In this session, you’ll:
Discover techniques to anticipate customer needs and exceed
expectations.
Build deeper connections with your clients, ensuring they
keep coming back.
Session 2: Crafting Your Customer Experience Vision (April
10, 2025)
Every great business starts with a clear vision. This
session will help you:
Create a Customer Experience Action Statement that aligns your team and business goals.
Define core customer service pillars to serve as the
foundation of your operations.
Drive team alignment and loyalty by providing actionable
steps toward delivering a consistent, exceptional experience.
Session 3: The Customer Bill of Rights – Always & Nevers
(June 12, 2025)
Your customers deserve a standard of excellence. In this
session, you’ll:
Develop a "Customer Bill of Rights" to outline the always-and-never behaviors your team must embody.
Ensure trust and satisfaction by eliminating pain points in
the customer journey.
Build a framework for delivering extraordinary service every
single time.
Session 4: Building a “Wow” Culture That Goes Above and
Beyond (August 14, 2025)
Exceeding expectations should be the norm, not the
exception. This session will show you how to:
Create a workplace culture that inspires employees to go the extra mile.
Encourage your team to deliver “wow” moments that turn
one-time customers into lifelong advocates.
Foster a collaborative environment where extraordinary
service is second nature.
Session 5: Mastering the Customer Experience Cycle (October
9, 2025)
Every step of the customer journey matters. This session
will help you:
Enhance every interaction, from the first impression to
post-service follow-up.
Create a seamless and outstanding service cycle that boosts
satisfaction and loyalty.
Session 6: Building Unbreakable Relationships with Your
Customers (December 11, 2025)
Customer loyalty is built on trust and connection. In this
final session, you’ll:
Master techniques to foster trust, loyalty, and emotional connections with your customers.
Turn transactions into meaningful relationships that drive
repeat business.
Learn how to transform customers into brand ambassadors who
actively promote your business.
Customer experience is no longer optional—it’s your
competitive edge. By earning this certification, you will:
Enhance Customer Loyalty: Turn satisfied customers into
lifelong advocates.
Boost Team Performance: Empower your employees to
consistently deliver exceptional service.
Increase Profitability: Superior customer experiences lead
to happier customers and higher revenues.
Gain Industry Recognition: Showcase your commitment to
excellence with a widely respected certification.
Learn Tailored Strategies: This program is specifically
designed for the dry cleaning and allied trades, ensuring actionable insights
that address industry-specific challenges.