Designing your Customer Service Experience

Overview

Every business relies on customers to survive and grow, but exceptional customer service doesn't happen by accident. It's something you design, test and continuously improve.

In this hands on workshop you will step into your customer's shoes, map their buying journey, and explore how each interaction makes them feel, from first contact through to repeat business.

Using practical tools and guided activities, you'll identify opportunities to improve communication, manage expectations, handle difficult situations with confidence, and create positive moments that encourage referrals. You'll leave the session with a clear outline of your customer service experience and a personalised action plan to apply to your business.

Main topics covered

• Map your customer's buying journey from first contact to repeat business, designing an exceptional customer service experience at each stage of the journey.
• Explore simple ways to wow your customers, keeping them coming back and encouraging referrals.
• Discover the communication skills you need to deliver exceptional customer service.
• Learn to manage expectations and deal with difficult customers.
• Develop a personal customer service action plan with clear next steps.

Who it’s for

This workshop is for small business owners who want to improve customer loyalty, repeat business and referrals.

About the presenter

Business Foundations has been helping small to medium businesses equip themselves with the skills and knowledge they need for almost 30 years. With tailored programs, expert direction and valuable advice, they help more than 2,500 businesses start, evolve and grow sustainably each year.