Positive Customer Experiences

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 customer’s. Your people will be surprised at the innovation and impact of positive experiences for customers.

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    Key learning outcomes

    Your Positive Customer Experiences program will give participants the skills to:

    • Critique case studies in setting customer experiences.
    • Using dramaturgy techniques to set experiences.
    • Blueprint your existing customer’s experience.
    • Calibrate the connection points that create positive customer experiences.
    • Motivate your people to move beyond excellent customer services as a performance metric.
    • Tangiblise the customer experience with positive cues.
    • Identify and remove intangible cues that create negative customer experiences.
    • Empower staff to think on their feet.
    • Learn how to change attitudes in the workplace.
    • Critique the impact of positive customer experiences and stakeholder relationships.
    • Interpret your service levels form different user’s perspectives.
    • Substitute vocabulary that diminishes the ideal customer experience.
    • Reposition the role you play in customer satisfaction.

    Course Description

    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 organization.

    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: or contact us online today.

    cta course

    Australia-wide training courses and workshops

    At Preferred Training Networks, we provide both in-person and online training programs for a wide range of organisations across Australia. Our Positive Customer Experiences is run by experienced, qualified experts and tailored to the needs of your business and your employees. Our leadership and management education courses are designed to help your team thrive and develop valuable skills that can transform your workplace.

    With programs available in Sydney, Canberra, Melbourne, Perth, Adelaide, Brisbane and other areas of Australia, we’re able to help businesses across the country create lasting behavioural change and provide them with the tools they need to reach new heights. If you think your business would benefit from Positive Customer Experiences and the help of our professional coaching network, take the first step and contact our team today. Wherever you are in Australia, our coaching program can either come to your organisation or we organise a venue for your convenience. Find out what our training, workshops and skills courses can do for your business and reap the benefits for years to come.

    Get your free online quote right now or give us a call on 1300 323 752 to find out more about Preferred Training Networks and discuss your requirements with us.

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