Achieve more....

Course details

During this course delegates discuss the perceptions they have of the company brand, the company customer profile and what it might be like to be a customer. An activity occurs where delegates place themselves in a typical customer situation and experience what it’s like to be that customer. They identify the needs and requirements that they have as that customer and discuss what needs to occur to satisfy these requirements.

Delegates then discuss their own experiences as customers and identify what makes a ‘good’ and ‘bad’ customer experience. This is followed by an exercise where delegates play the role of a customer in a ‘live’ scenario, or review a previously recorded one. This is reviewed and measured against the criteria identified earlier as a ‘good’ customer experience. Ideas and suggestions for improvement are discussed.

The course finishes with delegates reviewing their learning, creating an individual personal development plan and taking a learning evaluation.

Course objectives

Explain what it might feel like to be one of your customers
List the brand characteristics and the profile of the customer base
Explain how behaviour influences brand perception and customer experience
Explain the behaviours required to exceed customer expectations
Begin the process of designing a personalised development plan

Course content

Introduction and objectives
Review of the brand and who your customers are
What it might feel like to be one of our customers
The behaviours required to exceed customer expectations
Linking brand to behaviour and the customer experience
Our own customer experiences
Exercise. Communicating as customers. (Live or recorded)
Review exercise and feedback

Course benefits

Develops customer empathy skills
Builds understanding of different customer needs and types
Enhances soft skills
Supports implementation of the brand and operational objectives