Strategic Leadership: Developing a ‘Customer Experience Excellence’ focused Strategy

This course has been designed for Senior Leaders that wish to explore all aspects of how to develop a Customer Service Strategy within own organisation.

Why Take This Course?

Gain practical ideas, techniques and a manual to take away to facilitate the development of an innovative company strategy to deliver Customer Service that will improve organisation growth, productivity, and customer retention.

Key Content (modules used):

1. Definition: What is ‘Customer Experience’.
2. Why providing Excellent Customer experience is essential for the business.
3. Analyse the impact of poor customer experience on the business.
4. Explore internal barriers and identify how to overcome barrier to excellent customer service.
5. How to align: Emotional Intelligence with Customer Service (Goleman Model).
6. Five Steps in creating innovative Customer Experience.
7. How to apply Problem Solving in the process of Service Recovery (model).
8. Day 2 Design Thinking: All delegates will complete a Short Actin Plan, establishing actions and fostering innovative solutions leading directly to enhancing the organisation customer experience and organisation growth.

Who is it for?

Business owners or Senior leaders wishing to find practical strategies to foster innovative ideas in creating and developing Customer Service Strategy.

Or in larger organisation: Team members that have the responsibility for developing a Customer Service Strategy and the strategy may be implemented by others.