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Creating Lasting Customer Experiences


Cost: Contact us for quote.   Duration: 1 day


Contact Us to book.

A training methodology that works.

As well as the standard learning principles of applied adult learning and effective reinforcement through workshop based activity, Drake Training incorporates its own methodology which has been derived from over 23 years of professional development and executive training. The STAR methodology is applied to every Drake Training course; it commences with the identification of existing knowledge, moves on to building skills and techniques and is completed by relating learning to the workplace and committing to behavioural change.

Course Overview
Customers are the lifeblood of any business. This course encourages you to critically examine your business in order to ensure that its service culture and actions are truly customer centric. You will learn a range of tools and techniques to improve the first impressions as well as the lasting impressions you give to your customers, thus encouraging repeat business and referrals.

Learning Outcomes

Upon course completion, participants will be able to:
• Take a customer centric view of your business
• Describe the impact of poor customer experiences
• Evaluate the experiences that your customers currently receive
• Describe the relationship between customer expectation and your business
• Identify all the channels by which your customers experience your business
• Improve the first impressions you give your customers
• Improve the lasting impressions you give your customers
• Deal effectively with difficult customers
• Prepare an action plan for your future development

Experience not service
What is a great customer experience?
Why experience not service?
Types of customer experiences
How a customer experiences a business

Diagnostic clinic
Impact of poor/great customer experiences

Customer expectations
Expectations and your type of business
Publicity and marketing and expectations

Creating terrific first impressions
Phone impressions
Face to face impressions
Web impressions
Written impressions

Cementing great lasting impressions
Consistency and quality
Exceeding expectations

Difficult customers
Tools for dealing with conflict
Turn complaint into compliment

Planning into action