Upcoming Courses
Customer Experience (CX) Training
Customer service just isn’t enough. Customer experience is where the secret to success lies. Build a loyal and fruitful customer base by learning how to design frictionless processes and build empathetic and solution-focused services with our bespoke courses that transform how your team thinks about and delivers exceptional customer experiences.
£ on application
Beginner
Benefits
What they’ll be able to do after this course:
Distinguish Service from Experience: Understand the critical difference between customer service and customer experience, shifting focus from reactive problem-solving to proactive experience design
Anticipate Customer Evolution: Recognise and adapt to the changing nature of customers and their expectations, staying ahead of trends to maintain competitive advantage
Balance Needs and Expectations: Clearly differentiate between customer needs and expectations, creating strategies that address both for maximum satisfaction and loyalty
Influence Through Behaviour: Understand how their behaviour affects customers and colleagues, using the power of positive influence to create exceptional interactions
Communicate with Impact: Apply positive and effective communication techniques that build rapport, resolve issues, and create memorable customer experiences
Identify Critical Moments: Recognise and optimise “moments that matter” in the customer journey, turning routine interactions into relationship-building opportunities
Build Lasting Trust: Establish and maintain trust and integrity in all customer interactions, creating the foundation for long-term customer loyalty
Transform Problems into Opportunities: Confidently handle situations when things go wrong, turning negative experiences into positive outcomes that strengthen customer relationships
What they will learn
Course content includes:
- Customer service vs customer experience: understanding the critical differences
- The changing nature of customers and strategies for staying ahead of expectations
- Distinguishing between customer needs and customer expectations
- How personal behaviour affects others and using influence positively
- Positive and effective customer communication techniques
- Identifying and optimising “moments that matter” in customer interactions
- Building and maintaining trust and integrity with customers
- Strategies for handling problems and turning negatives into positives
- Designing frictionless customer processes and experiences
- Creating empathetic and solution-focused service approaches
Course Details
- Customised course
- Customised to you
- £ on application
Client Feedback
“Definitely worth it. I can assure you, there will be things even the most experienced person could learn from this course.”
Hashim Hassan – Pentax
Learner
“It’s definitely worth doing, an eye opener for sure. Opens the mind and teaches methods and ways of thinking I never knew before.”
Matt Turley – Pentax
Learner
“This training would give you all necessary knowledge and skills to delivery great customer service, learn about yourself, understanding the customer better and really thinking before you say/consider a response. Turning poor experiences into great ones was fab.”
Tatiana Hill – Pentax
Learner
“I have found the course extremely beneficial with lots of useful tips and pointers you can apply to your every day work. It has opened my eyes to the customer experience and made me think about how I do my job in a completely different way.”
Charlotte Shelton – Pentax
Learner
“An excellent course that really opens your mind about other peoples perspectives, helps you approach situations differently and improves the way you work with and speak to people.”
Sinead O’Hanrahan – Pentax
Learner
“Emma is lovely and engaging, the whole team opened up we have gained a better understanding of each of our roles.”
Emily Dunn – Pentax
Learner
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Live Online Training
Live online is ‘on-air’ training where real trainers work with remote delegates. It’s highly interactive – participants work in groups and pairs, view slides and video, use whiteboards, and talk to fellow delegates and the trainer, just like in a real training room. We just use Zoom instead!
Face-to-face
Excellent for relationship-building and very practical sessions, working face-to-face with your staff builds teams and buy-in, especially for those who are tech-nervous. We love getting into the physical training room and whilst it relies on participants being able to travel to and meet in a convenient place, its a great place to be creative and experiential.