Delivering Excellent Customer Experience Face to Face


The aim of this course is to equip you with the skills and behaviours to  exceed customer expectations consistently on a face to face basis.

Who should attend?

Anyone with a customer-facing role who feels their customer experience skills could be improved.


By the end of this course you will be able to:

• State what customers consider is a good customer experience care face to face
• Describe the effects of a poor customer experience care on the organisation and on the individual
• List the vital stages of effective customer experience delivery
• Successfully apply listening, questioning and summarising skills to improve the outcome of communication with customers at different stages of customer experience delivery
• Recognise the difference between assertive, passive and aggressive behaviours
• Apply a six stage process to handling difficult customer situations face to face

Course Overview:

• Good customer experience care from the customer's perspective
• Who are our customers and what are their expectations of us?
• Impact of poor customer experience care
• The customer's journey - how our skills and behaviours impact on customer experience delivery and the customers experience
• Key skills in dealing with customers face to face
• Recognising assertive, aggressive and passive behaviours
• Six stage process for dealing with difficult customer situations
• Action Planning in customer experience

Style of the Course:

The course is highly active and participative. During the workshop participants undertake activities, exercises and discussions to help them put what they learn into practice

Course Length:

One day Workshop 09.00 to 17.00 with an hour for lunch

We can run this course for you in-company at favourable rates for 4 or more people. Please contact us on 01628 526535 or email us.

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