Program Outline
About this Program
Customer experience plays a critical role in helping organisations achieve their goals, strengthen relationships and build long-term customer loyalty. This practical workshop helps participants develop the mindset and behaviours needed to create positive, consistent and meaningful customer experiences across every interaction.
Participants explore strategies to build trust, navigate challenging situations and strengthen communication and relationship management skills to improve customer engagement and retention.
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
Topics Covered:
• Benefits of a customer-centric focus
• Identifying your customers
• Exploring customer needs and wants
• Building trust and rapport
• Verbal and non-verbal communication
• Skills for customer engagement
• Telephone techniques
• Listening and questioning
• Choosing language that resonates
• Skills practice and application.
Full day program also covers the topics below:
• Build enduring customer loyalty
• Manage difficult situations of high emotion
• Find opportunities for delivering truly remarkable customer service
• The builders of customer loyalty
• Managing yourself in a difficult conversation
• Knowing when and how to escalate
• Innovation - beyond the ordinary.
Delivery Options
• Program options include full-day or half-day, and delivery face-to-face or webinar-style ‘virtual classroom.
Audience
• Suitable for professionals, leaders and teams seeking practical, workplace-focused learning that builds capability, confidence and performance.
Key Outcomes
At the end of the program participants will be able 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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