Welcome to the Customer Experience Orientation Module. In this course, you will learn how the Experience team at PAE supports clients through every stage of their journey with agility, clarity, and genuine human connection. Guided by Miguel José, this module provides a comprehensive overview of the Experience Playbook, the foundational document that outlines how we deliver exceptional service, strengthen client relationships, and uphold our company values.
In this lesson, you will explore:
• What Customer Experience means at PAE and why it is considered a core differentiator
• The mission of the Experience area and the philosophy that guides our approach
• Where to find the Experience Playbook within Slack
• Experience team standards, expectations, and professional guidelines
• Key Experience policies, including communication, documentation, client categorization, retention strategies, refund procedures, rescue protocols, and sales through experience
• The service processes that govern daily interactions with clients
• The role and responsibilities of Experience professionals, including expectations around language, responsiveness, warmth, clarity, and active listening
• How Experience impacts brand perception, retention, loyalty, and long term business sustainability
• The KPIs used to measure success in the Experience area, along with the structure of the team and each position’s responsibilities
By the end of this module, you will understand how the Experience Playbook shapes client interactions, drives long term customer loyalty, and ensures consistent service across the organization.
To complete this course, all team members must pass the final quiz demonstrating their understanding of the Customer Experience Playbook.