Fix Your Customer Experience from the Inside Out.

Customer Experience Turnaround Plans

Fix the Gaps. Rebuild Confidence. Deliver Consistency

 

When your service delivery starts to slip, retraining isn’t enough. You need a strategic, people-first reset that gets your team back on track — fast.

At Excluzee Leadership Services, we design 90-day or 6-month turnaround plans that align leadership, engage teams, and drive behaviour change where it counts: on the floor.

This is more than a plan — it’s a culture shift you can measure.

 

Why CX Fails

CX breakdowns happen because of:

• Leadership inconsistency

• Culture misalignment

• Broken processes

• Lack of service clarity

• Weak frontline behaviour

• No accountability

• Poor complaint-handling routines​

 

The 6-Step CX Turnaround Model

 

1. Identify CX Breakdown

Assess complaints, patterns, behaviours and processes.

 

2. Map Moments of Truth

Identify where customers feel disappointment or friction.

 

3. Re-engineer Processes

Simplify, clarify and redesign.

 

4. Train Service Excellence

Behaviour-driven service training.

 

5. Install Accountability

Daily routines, scorecards, standards.

 

6. Measure Improvements

NPS • complaint reduction • response times • behaviour scores.

 

 90–180 Day CX Turnaround Plan

 

Phase 1: Diagnose (Weeks 1–3)

Full CX audit + RAG report.

 

Phase 2: Rebuild (Weeks 4–12)

Behaviour reset, service redesign, training.

 

Phase 3: Sustain (Weeks 13–26)

Coaching, dashboards, long-term improvements.

 

Results

• 15–60% complaint reduction

• Stronger frontline behaviour

• Faster service resolution

• Better customer communication

• Improved customer satisfaction

 

CTA: Start a CX Turnaround

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