Customer Experience Training

/Customer Experience Training

Customer Experience Training

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    • To use our unique Employee Customer Interface Transformation Method©(ECI) to drive forwards an outstanding customer culture;
    • To equip managers with the essentials skills, attitudes and techniques to ensure their teams excel at service;
    • To identify areas, processes and procedures that may need tweaking to improve the customer experience.


    Here’s What Our Customer Experience Training Covers

    • An overview of our unique Employee Customer Interface Transformation Method© (ECI)©
    • How to apply this method with your team
    • How to ensure everyone delivers the brand promise
    • How to balance the material and personal side of experience
    • What to do to ensure each team member has the right mindset
    • Sharing the best skill sets for amazing customer experience
    • Championing the ‘can do attitude’
    • How to be a great customer experience role model for your team
    • Customer engagement strategies
    • How to build your reputation and resolve issues in real time
    • Key interpersonal skills to communicate effectively
    • Which words work like a magic wand with customers and which act as ‘red rags’
    • How to understand customer psychology
    • Appreciate the importance of perception and how that perception drives and influences behaviour
    • How to develop rapport, diffuse, calm and empathise
    • 10 secret tips to stand out in customer experience
    • How to respond and resolve, rather than react
    • How to feel confident and in control
    • How to capture and act on informal feedback and insights from customers
    • How to think on your feet
    • Understand the contribution outstanding service makes to financial and organisational performance and success
    • Action planning tools to make the transfer of learning have a quick impact back at work

    phone and email Picture1 (2)0845 165 6269


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    Our Customer Experience Learning Event Is The Perfect Solution For Improving Service, Brand Loyalty and Customer Retention

    This customer experience training course is based on the ‘In the Moment’ part of our unique Employee Customer Interface Transformation Method© (ECI)©.  We’ve been championing customer experience training since 1990 and this model, developed by us, transforms customer experience ethos, skills and approaches.


    Leading Light Learning’s unique customer experience programmes:

    • Are suitable for managers in any sector but the learning will be tailored to fit your culture and organisational values and vision
    • Provide powerful learning and interactive exercises that have a focus on the skills and techniques needed to wow the customer
    • Show our approach is all about enabling the delegates to feel motivated to give exceptional customer experience even things are going wrong
    • Ensure delegates recognise that the customer is at the heart of the business and successful organisations make the customer feel unique and special
    • Guarantee practical and client specific training which explores with delegates how to make the customer feel unique and special over the phone, face to face, and even in writing
    • Emphasise in a practical way the attitudes and skills managers need to ensure they and their teams have great interactions with their customer and will reduce the number of escalations and complaints, and increase the number of compliments
    • As a bonus we’ll also share the 10 secrets to success with customers and even show your staff how to think quickly and generate solutions to tricky situations in line with your policy and processes.  This customer experience training course really is all about how to wow your customer


    “Thanks for the great training days”    Nicholas Clarry, Learning and Development Officer Mid Kent HR Shared Service, Maidstone and Swale Borough Councils, – ‘Winning Ways with Customers’ Customer Service Training Programmes tailored for Gateway and Contact Centre teams.


    The Methods We’ll Use And The Benefits To You

    Our delivery methods are uniquely different from other learning providers.


    We’ve always been about achievement, not just the learning.  Our approach is to deliver intensive, high impact and inspirational events that will make a difference to performance and success.


    We choose to combine expert trainer-led sessions with other blended learning tools, including simulations, interactive theatre and practice.  Core methods also include paired work, quizzes, questionnaires group discussion and reflective journaling.


    We don’t waste your time and money with endless meaningless exercises and unfocussed group discussions but focus on approaches that fast track learning and change.  Unlike other learning providers we also include an accountability partner system to help transfer and sustain the learning back at work.


    Leading Light Learning ensures methods that:

    • Cater for different learning styles
    • Take into account how adults learn
    • Overcome any barriers to learning
    • Create a focussed but enjoyable experience
    • Help the transfer of learning and make training stick back at work
    • Respect equality and diversity in the workplace
    • Demonstrate an immediate return on investment


    Here’s what to do next

    If you are looking for a high impact, practical expert solution to train managers on improving the customer experience then our programme is the perfect solution for you.


    Please enter your details in the contact form at the foot of this page and in return you’ll get a response from one of our Client Solutions Managers who will be able to provide you with a complete proposal for the programme based on your specific requirements.


    Alternatively if you’d like to call us you can contact us on 0845 165 6269 and you’ll be immediately assigned a Client Solutions Manager who’ll take care of your project.


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