Program Outline
About this Program
Delivering exceptional customer experiences requires more than good service - it relies on strong communication, emotional intelligence and the ability to build lasting, trusted relationships. This practical workshop helps participants develop the mindset and behaviours needed to create positive and consistent customer experiences across every interaction.
Participants explore strategies to manage challenging situations, strengthen customer loyalty and improve engagement through more effective communication, empathy and relationship-building skills.
Like all People Tank programs, the workshop is practical, interactive and designed for immediate workplace application, with opportunities for reflection, discussion and real-world learning throughout.
Program Topics
Module 1: Setting The Context
• Setting the context
• Benefits of a customer-centric focus.
Module 2: Who Are Your Customers?
• Identifying your customers
• Exploring customer needs and wants.
Module 3: Building Better Relationships
• Building trust and rapport
• Verbal and non-verbal communication
• Skills for customer engagement
• Telephone techniques
• Listening and questioning.
Module 4: Managing Customer Complaints
• The builders of customer loyalty
• Managing yourself in a difficult conversation
• Knowing when and how to escalate
Module 5: Surprise and Delight
• The builders of customer loyalty
• Creating advocates
• Innovation – beyond the ordinary.
Delivery Options
• This is a one-day course, available in one full day, or two half-days, and either virtual or face to
face.
Audience
• Everyone who wants to develop good relationships with key stakeholders, whether customer-facing, or servicing internal customers. Whether you are an individual contributor, team member, CEO or consultant, your ‘customers’ need and expect the highest level of emotionally intelligent service relationship from you.
Key Outcomes
By completing this course you will learn how to:
• Recognise the benefits of exceptional customer service
• Assess the level they are currently providing
• Identify key elements of exceptional customer experiences
• Use verbal and non-verbal communication skills
• Meet customer needs, emotional or transactional
• Communicate with customers in a range of contexts, including telephone, email and in-person
• Apply a growth mindset to dealing with customer complaints.
Why Choose Us?
People Tank partners with organisations to design human-centred, future-ready leadership capability that drives real behavioural change.
Who we partner with
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