Customer Experience Training and Development

Understanding and defining what your customer experience proposition is, and ensuring that your business is able to consistently deliver that proposition, no matter who is involved or where they are located is a critical ingredient to achieving business excellence.

We offer comprehensive customer experience training and development programmes for customer facing personnel which develop their communication, interpersonal and business skills and transform them from providing an accomplished customer service to providing an outstanding customer experience.

Our customer experience development programmes are designed for customer facing personnel at all levels, from senior managers to front line customer care representatives.  Tailored to meet the needs of the client facing managers and staff concerned, each intensive development programme delivers what your company needs most: a group of outstanding customer facing personnel who can improve the business’ performance and increase market share.

We have significant experience of working with clients globally, and customer facing staff from organisations such as BT, DST Output, DenPlan, Geodis and CPI Card Group have all benefited significantly from our customer experience development programmes. To learn more about the impact our programmes have read our DST Case Study.

Our comprehensive customer experience development programmes provide customer facing staff with the skills to be able to:

  • Drive your business’ success by consistently creating a positive and memorable customer experience from across the business.
  • Be more creative and innovative in finding new ways to deliver an outstanding customer experience.

  • Change their personal behaviour and approach to align with your customer experience proposition.

  • Deal with tricky customers and turn around customer complaints and dissatisfaction.
  • Respond and adapt to cultural change, economic conditions, growing competition, and rapid changes in the marketplace.

  • Deal with performance issues proactively and in a consistent manner to achieve greater accountability and drive a consistent and excellent customer experience.

Key features of our customer experience development programmes are illustrated in the following diagram and are explained more fully below:

  • Customer Experience Needs Assessment.To develop a programme that addresses your organisation's most vital concerns around how your customers experience your business, our customer experience consultants conduct an exacting needs assessment that uncovers your organisation’s underlying issues and challenges.

  • Customer Experience Proposition.Our consultants then build a clear understanding of what your key customers value and what they expect from their experience of your business.Based on this, our experts will help you define a client experience that is distinctive and intentional in delivering your proposition.This will then create the context for training so that the skills and behaviours that are required from customer facing staff are directly linked to the experience you wish your customers to have.

  • Identify Skills, Behaviour and Knowledge.Our consultants conduct research with your key managers and staff to understand their current levels of understanding of your brands promise and client experience and their knowledge, skills and motivation to deliver it.They will also critically review existing performance management, measurement and reward systems. The outcome is a detailed development programme specification along with recommendations on how to align existing performance management, measurement and reward systems with the client experience.

  • Programme design and preparation – Based on the outcomes that have been outlined, our highly experienced team of customer experience trainers develop the workshop modules and learning materials. Every aspect of the programme, from workshop activities, case study exercises to project teams, and social events, is tailored to optimise learning and maximise the development process. Prior to the programme starting we provide pre-programme reading materials and self reflection questionnaires to ensure the participants are fully prepared and arrive at the programme in the right mind set.

  • Programme delivery – We believe that learning and development should begin with an immersion in ‘real world’ business problems. What this means is that nearly every customer experience concept, tool, and framework is backed up by a series of living case studies and practical examples that we've developed and tailored to your business. We also believe that learning and development is most powerful when it is an active and shared experience. We expect participants to mix it up with others in the learning environment, to exchange ideas and to seek support from their peers. To facilitate this we use a blend of highly interactive training, discussion, case studies and group work to stimulate thinking and develop the participants’ capability. We use accelerated learning techniques, integrated with other aids such as posters, video, skills exercises and discussion work to make the learning interesting, suitable for all learning styles and memorable.

  • Programme impact and measurement – We measure the impact the programme has had on your client experience proposition to ensure your business has gained the necessary value from the investment you have made with us.

To learn more about our customer experience development programmes and the impact they have read our DST Output Case Study. Alternatively see how our other clients have benefited from our support by visiting What Our Clients Say.