South Florida Customer Service Expert
See Your Service Through Your Customers' Eyes
Mystery shopping (secret shopper) programs, customer service training and CSAT research for businesses in Broward, Miami-Dade and Palm Beach. 17+ years. 50,000+ professionals trained.
How I Help South Florida Businesses
Mystery Shopping Programs
Trained secret shoppers visit, call or message your business and score every touch point, so you know exactly what your customers experience.
Customer Service Training
Customized workshops on telephone etiquette, complaint handling and service recovery, built around your team's real challenges.
CSAT Research
Customer satisfaction surveys that show what keeps customers coming back and where you are losing them.
Emotional Intelligence
Licensed SQI programmes that help your team serve with empathy, patience and care.
Leadership Training
Equip your managers to coach, empower and sustain a strong service culture.
Virtual or On Site
On site across Broward, Miami-Dade and Palm Beach, or live virtual sessions for teams anywhere.
Why South Florida Teams Work With Me
- 17+ years of customer experience training, research and consulting
- 50,000+ professionals trained across Jamaica, the Caribbean and Africa
- Licensed Service Quality Institute trainer for Feelings for Professionals and Leading Empowered Teams
- Author of The ABC’s of a Fantastic Customer Experience and host of the Navigating the Customer Experience podcast
- Based in Davie, serving Broward, Miami-Dade and Palm Beach
About NavigatingCX
NavigatingCX LLC is a full service customer experience training and market research company registered in Florida. We offer customer service training for team members at every level, emotional intelligence training and CX market research.
Our Mission
To use innovative techniques to develop dedicated teams that provide quality customer service, ensuring every experience is caring and memorable.
Who We Are
NavigatingCX is dedicated to changing the customer service landscape by developing your workforce and building a culture that supports a positive experience for every customer, inside and outside your business. Our workshops are engaging, practical and fun, with fresh ways to bring customer service skills to life in your industry.
Frequently Asked Questions
What is a mystery shopper or secret shopper program?
Trained shoppers pose as everyday customers and visit, call or message your business. They score each interaction against your service standards, so you see your customer experience exactly as your customers do, with clear findings on what to fix.
Do you work with small businesses as well as large organizations?
Yes. Every programme is customized, whether you have one location and a small team or multiple branches across South Florida.
Can training be delivered virtually?
Yes. I deliver on site across Broward, Miami-Dade and Palm Beach, and live virtual or hybrid sessions for teams anywhere.
Which areas of South Florida do you serve?
I deliver on site across Broward, Miami-Dade and Palm Beach counties, with live virtual sessions for teams anywhere in the United States.
What industries do you work with?
Banking and financial services, credit unions, insurance, healthcare services, hospitality and hotels, restaurants, retail, logistics and warehousing, telecommunications, aviation and the public sector, including government agencies. Every programme is customized to your industry and your customers.
How much does customer service training cost?
Every programme is customized, so pricing depends on the number of participants, the length of the programme and whether it is delivered on site or virtually. You receive a clear proposal after your free discovery call.
What do participants receive?
All training programmes come with a participant workbook, a laminated skill reminder card and a certificate of accomplishment.
Can mystery shopping and training be combined?
Yes. Many clients start with mystery shopping or a customer satisfaction survey to find the gaps, then use targeted training to close them, and follow up with another round of shops to measure the improvement.
How do we get started?
Book a free 30 minute CX strategy conversation. We will talk through your goals and I will recommend the right mix of research and training for your team.
Ready to turn customer experience into retention, reputation and revenue?
Book a free 30 minute CX strategy conversation and leave with clear next steps for your team.