Delivering Excellent Service Through People


The aim of the workshop is to provide you with practical techniques to help you deliver outstanding levels of customer  experience through your people.

Who should attend?

Anyone who wishes to improve the level of customer and employee engagement in their business.


By the end of the session you will be able to:

• Describe the link between excellent customer experience and employee engagement
• Assess your organisation's current level of customer focus
• Apply practical customer experience techniques to create a work environment where team members want to give of their best for customers
• Develop a customer experience plan of action to increase the performance of your team

Course Overview:

• Customer and employee advocacy : the link between excellent customer experience and employee engagement
• The customer advocacy pyramid: from customer satisfaction to customer delight
• What are the characteristics of world class service organisations?
• How does your organisation compare?
• Service recovery and customer loyalty: the do's and don'ts
• Practical techniques for improving customer satisfaction and loyalty and motivating your employees to go the extra mile
• Action planning

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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