|Equip your people with the skills and knowledge to deliver your customer experience
We help you design and implement a training programme that will enable your managers to understand the importance of the customer experience initiative, how to deliver it and their role as leaders in making this happen. Our process enables your people to know, at a detailed level, how they must behave differently to deliver the promise.
Many organisations conduct customer service training but few offer a distinctive customer experience. The reason for this is that all too often the training is focused on generic customer service skills. Our approach is to start with your brand proposition, the expectations of your most profitable target customers, and your desired customer experience, and then to create customer experience training that brings all of this to life. This creates a context for the training so that the behaviours we teach are directly linked to the experience you wish to deliver.
Our customer experience training operates at three levels;
We can help you build an internal communication programme to address the first two components – and a comprehensive customer experience training programme to address the third.
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The support, guidance and direction given by yourself and your team have enabled us to create a positive change in the selling culture within the Waterstone’s business. The approach you took to create a full understanding of the Waterstone’s and bookselling culture before creating the training modules has ensured buy-in at all levels within the business.
David Rowntree, Divisional Director, Waterstone’s
Working with Shaun and his team has been an immensely valuable experience. They brought to the project passion with focus, expertise with practicality and a great sense of enthusiasm and fun. Their ability to quickly understand ou business, work with us as a true partnership and bring something fresh and new to the table were critical to the success of our programme.
David Ashley, Head of Learning & Development, Waterstone’s