A Trusted Learning and Development Advisor
A Trusted Learning and Development Advisor
Positive Customer Experiences in-house training courses are treasures. In your treasure trove, you’ll find ways to consistently deliver positive experiences to your customers. And what’s the opposite? A negative customer experience, which we all strive to avoid!
Think of the places that you’ve vowed never to return to because of a negative customer experience. And don’t mix up customer experience with customer service. Comparing them is like saying an elephant and a snail are very similar!
Imagine tailoring the experience to the customer. That’s next level but achievable. I hate casinos, but they would win the gold medal. On the flip side, I love Richard Branson, and he does a brilliant job welcoming people to his island. Let’s see what you can do.
Understanding and setting positive customer experiences is not easy. Don’t sit on your laurels and get complacent with high customer satisfaction levels. The next frontier of customer service is creating positive experiences for customers. Your people will be surprised at the innovation and impact of positive experiences for customers.
Setting positive customer experiences is a science and is proven to boost stakeholder engagement levels and simultaneously increase brand loyalty levels. Discover innovative ways to positively change your customers experience and interaction with your organisation.
Positive customer experiences – Who does them well?
The local ice cream store – Have you noticed that delightful aroma when you walk by your ice cream store. That aroma is manufactured and deliberately pumped out as there is a link between the inhaled positive experience and increased sales.
Courier companies – Many couriers are encouraged to leave your building at a fast pace. This gives some customers an implied e is that you are so valuable that they are running to meet your expectations. Watch as the couriers get round the corner and they dramatically slow down.
Disneyworld – One of the pioneers of setting positive experiences. They’ve replaced ‘hiring’ with ‘casting’. Visitors are always referred to as ‘guests’. Every experience you have at Disneyworld is finely crafted to ensure your experience is superb. This contributes to your likelihood of being a repeat visitor in the future.
Bunnings – Now here’s an experience. The BBQ and sizzling at the entrance. The children excited at the children’s activities section and the fenced playhouse. Stores are integrated and all staff wear an apron. Who would have thought a hardware store could deliver these experiences.
And who doesn’t?
We’ve all spent time queuing and waiting for customer service. Same old straggly line. No-one in the line is very happy. What can the service providers do to improve your experience?
Make sure to ask the presenter how an airline dramatically reduced the amount of complaints from people queuing at the baggage pick up carousel despite making no improvement on the waiting time
Would you like to attend this program?
For maximum effectiveness, this program is best conducted as an in-house program.
Ideal group size: 4 – 12 participants.
Venue: For your convenience, you can choose to conduct this program at your business premises. Alternatively, we can provide a training venue at a small additional cost.
Duration: This program can be adapted to meet your requirements.
Cost: Price on request.
Target Audience: Employees, Supervisors, Team Leaders, Senior Managers or CEO’s.
If you would like more information on this training program, please contact: Deborah Dear on 1300 323 752 or email: [email protected] or contact us online today.
