Customer Experience (CX) is at the heart of everything you do (or it had better be!)!
In today’s commoditised marketplace, the experience your customers and potential customers have at every touchpoint with your business had better set you apart!
Customer Experience isn’t just the responsibility of the customer services team. Every person in an organisation impacts the customer experience (both at work and in their private lives!). This one day workshop will help participants (from the CEO to the cleaner) to understand both the why and the how of delivering great customer experiences that set you apart and create huge loyalty and raving fans!
By the end of the workshop you will be able to:
Understand why delivering a great customer experience is key for your company, your customer and for you
Develop a truly customer-centric mindset
Improve focus on the internal customer to ensure alignment and consistency
Connect and engage better with customers at all levels
Communicate more effectively using all aspects of communication
Not just meet, but exceed customer expectations consistently!
Deliver customer experiences that create huge loyalty and raving fans!
Pre-workshop preparation activities
Experiential 1-day workshop
Tools for on-the-job application and embedding
Post-workshop Application Project to implement your skills in your real world!
What is the Customer Experience (CX)?
Why is CX important? WIIFM (what’s in it for me)?
Who are our customers (internal & external)?
What are we judged on?
Poor / Great CX – how do you rate?
Mindset influences the CX
Building the Connection
It’s just not the words (impact of tone & body language)
Questioning / Listening
- What’s my natural style?
- How do I adapt to other’s styles?
- Customer centric emails
Meeting & Exceeding Expectations
Dealing with Complaints
Create Raving Fans
How will YOU deliver great customer experiences?
Public pricing from
$995 + GST
(If you book and pay
30 days in advance)
Group Discount 10% off total price
(3 or more attendees,
booked at the same time)
Want it delivered inhouse?
We can help
Run it as is or
customise it for your business