This half day online workshop helps you to get to the heart of your customer relationships by sparking structured conversations about who your customers are, what you know and don’t know about them, and how you want customers to feel when they engage with you.
Course price includes:
Perth’s best facilitators and coaches
Live, facilitator-led and interactive online training with small groups for maximum impact
Online Create a Great Customer Experience Training Course Content
This live, facilitator-led Create a Great Customer Experience training course is delivered to you online at your computer. You still have all the benefits of interacting with our facilitators in real-time, just at your office or home desk. You can ask questions both during the training and afterwards with our free post-course help desk.
Organisations and businesses exist because of customers. They succeed by being customer centric. This workshop uses the CX Deck, a beautifully simple tool and card game to create a great customer experience. This online workshop is useful for leaders and whole teams.
8:30am to 11:30am
Customers at the centre
Identifying and personifying our customers
Exploring the customer experience (CX)
The five core emotions of a positive customer experience
Actions and behaviours that trigger these positive emotions
The five core emotions we do not want customers to feel
Actions and behaviours that trigger these undesired emotions
The customer journey
Moments that matter
Putting it all together
Complete a customer experience canvas
Create action plans
Understand the importance of how emotions influence the customer experience
Identify the behaviours and processes that trigger these emotions
Identify the touch points in the customer journey
Create a customer experience canvas for the team to deliver a great customer experience
This course requires no previous training or experience.