Training Workshops

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Customer Experience Excellence

This workshop is suitable for anyone who engages with customers, whether internal or external, and is particularly effective for participants who want to exceed customer expectations and eliminate customer complaints.

Duration: 1 day

Category: Customer Excellence

About the Workshop

Customer service is paramount to success.

Each customer interaction can deliver moments of magic, mediocrity or misery. It is the moments of magic that truly exemplify excellence and set the company apart from everyone else.

This workshop is suitable for anyone who engages with customers, whether internal or external, and is particularly effective for participants who want to exceed customer expectations and eliminate customer complaints.

Participants will learn to deliver excellence with every customer care interaction in this incredibly action based workshop.

Challenges to implement back in the workplace will be set with self-developed guidelines and lots of ideas and actions based on their own job role.

These actions can be immediately implemented and improve customer care standards from day one.

What Are the Benefits of Attending

Participants will:

  • Clearly identify the do’s and don’ts of customer care and measure themselves against them.
  • Appreciate the importance excellent customer care plays in the success of the overall business.
  • Learn how to build customer brand, fill gaps in service and develop methods of creating great customer experiences.
  • Acquire the skills and experience to help manage difficult customer issues effectively and even clearer techniques for avoiding them in the first place.

Workshop Modules

Measuring Customer Service

Using a clear development tool to measure current standards of customer service and identifying areas for improvement. This tool is also provided in a format that can be taken back to the workplace for further customer service measuring and improvements.

My Customer Service Brand

Establishing what level of service each individual would like to offer and what they would like customers to say about them followed by actions to make this happen.

The Customer Service Journey

Detailing the customer’s journey within each participants organisation and identifying touchpoints where service can be improved, altered or adapted. The key challenge here being ‘how are you going to do that?’

Managing Customer Expectations

Understanding customer service expectation levels and focusing on the five key areas of customer service; Reliability, Assurance, Tangibles, Empathy and Response.

Customer Complaints

Establishing why they occur, what can be done about them and how we can stop them from happening in the first place. Supported with a clear process for dealing with customer complaints.

Difficult Customers

Looking at why customers can seem difficult, what can be done about it and the behaviours we should display when dealing with difficult customers.

Gremlin in the Works

A fun activity that brings together the key learning points and challenges participants to identify and resolve issues in a customer process simulation. These can then be apply to the individuals work processes and used to create actions.

Excellent Actions

A collection of the key things that customers consider to be important in customer service and how participants can apply them to their own behaviours and take the actions back to the workplace. This activity leaves participants with ideas buzzing round their head as the session closes out.

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What's Included

  • Professional & Internationally Experienced Facilitators

    Our facilitators openly share their expertise and extensive experience to make each training workshop an exciting and effective learning opportunity with lasting impact.

  • Manuals and Workbooks

    All of the information delivered throughout the programme will be available for reference in the personalised manuals/workbooks which are provided to each individual participating in the training sessions.

  • Training Facility

    Workshops are conducted at modern, comfortable and well equipped venues.

  • Lunches & Light Refreshments

    Buffet lunches as well as morning and afternoon tea breaks are provided.

  • Certificates

    Workshops are CPD accredited and certificates will be issued.

  • Evaluations and Detailed Report

    Training evaluations will be completed and a detailed report with observations and recommendations will be presented post training.

  • Post Training Information

    Participants will receive monthly emails, covering relevant topics and information, to reinforce and further their learning.

Book Your Training Today

Talk to us today about your training needs.