Customer Experience
GP’s experience of developing and delivering customer experience interventions is second to none, customers have recognised that the buying experience no longer has to be dull, stressful and out of their control. Organisations have to ensure their customers are engaged, informed and feel in control. Buying habits and service levels have developed as the option pool widens with the enhancement of technology and choice.
GP supports its customers by raising the quality of the people, systems and processes that underpin delivering great customer experiences.
We always work with our customers to ensure that they understand what customers need versus what companies think customers want, we focus on the consequences of poor service and the merits of delivering excellent experiences. We look at how to discover what customers really expect and work with organisations to ensure they meet and exceed customers expectations through attitudes, knowledge and skills.
Customer Experience Courses
- Course Types Key
- In House Courses
- Tailored Courses
- Public Courses
An introduction to delivering great customer service
This introductory course is for frontline staff, who have had little or no formal training, or need a refresher who are in direct contact with either internal or external customers, and are required to manage a range of customer expectations.
Course Objectives:
- Examine the effects of good and bad customer service on your customer.
- Understand your personal impact on customers.
- Manage customer expectations and demands effectively.
- Deliver a first class customer experience within a range of different situations.
- Understand what it is that you need to change in your behaviours to ensure that you deliver great service
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Communicating with Confidence
This workshop is aimed at staff who need to enhance and build customer relationships both internally and externally through improved communication techniques.
Course Objectives:
- Identify their own communication preferences, styles and that of others
- Develop instant rapport building techniques
- Identify the types of questions needed to be asked to communicate more effectively
- Understand the implication of body language
- Communicate confidently
- Identify the reactions of others during communication
- “Click” with more people more of the time
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Customer Service in your organisation
This workshop is aimed at staff that have been working in a service industry for a period of time and would like to enhance and develop their skills and behaviours to delivering great service. The course can also act as a refresher.
Course Objectives:
- Define what great service is
- Explore and understand what has happened in the customer service arena over the past decades
- Define what service could look like in your organisation.
- Understand what it is that the customer really needs.
- Be able to articulate what the customer service cycle looks like in your organisation.
- Be able to identify where the problem areas are within your organisation.
- Put a plan in place to correct those errors
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Managing your team to deliver great service
This workshop is aimed at customer service managers, supervisors and team leaders who are looking to develop themselves and their team members to deliver an excellent level of customer service that provides a great experience for their customers.
Course Objectives:
- Understand your role and accountabilities as a customer service manager.
- Build a customer-focused culture within your team.
- Understand how to overcome communication barriers between team members and customers.
- Handle difficult situations and people in an effective and friendly way.
- Lead, manage and motivate the team to achieve higher standards of customer service.
- Understand the power of coaching your team members to help them to deliver great service
- Enhance the effectiveness and overall performance of the team in order to meet targets and achieve task orientated goals.
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