Customer Experience Excellence (Moments That Matter)
Duration |
1-Day Workshop | Classroom / Virtual
Customers don’t remember what you said. They remember how you made them feel.
Overview
A practical workshop that develops a customer-centric approach to service across frontline and internal support functions. Participants learn to strengthen everyday customer interactions, anticipate needs, handle complaints effectively, restore trust and reduce internal friction that can affect the customer experience.
Learning Objectives
Embed a customer-first mindset: Recognise how everyday behaviours and decisions shape customer perceptions, satisfaction, and organisational reputation.
Elevate customer conversations: Use active listening and effective questioning to uncover customer needs, expectations, and concerns.
Navigate service challenges: Apply practical techniques to manage complaints, de-escalate difficult situations, and rebuild customer confidence.
Enable seamless collaboration: Work effectively across teams to address internal barriers that can negatively influence the customer experience.
Learning Outcomes
By the end of the course, participants will be able to:
Assess customer impact: Explain how individual daily actions can influence customer perceptions and organisational reputation.
Identify customer needs: Apply active listening and consultative questioning to identify and anticipate customer requirements.
Handle service recovery: Apply structured techniques to manage complaints, defuse tension and restore customer trust.
Collaborate across functions: Strengthen cross-functional collaboration to identify and remove operational friction experienced by customers.
Learning Challenges vs. Learning Impact
This table connects common customer experience challenges with the practical learning impact, showing how targeted skills and behaviours can address service gaps and improve customer outcomes.
Learning Challenge | Learning Impact |
Inconsistent service across touchpoints: Customers may experience varying standards of service across different interactions. | Strengthen service consistency: Apply a more consistent and elevated standard across customer interactions. |
Reactive complaint handling: Complaints may be addressed reactively rather than through a systematic approach to service recovery. | Improve complaint resolution: Apply structured service recovery approaches with greater confidence to address complaints and restore trust. |
Internal friction: Operational challenges between functions may indirectly affect the customer experience. | Strengthen collaboration: Improve cross-functional collaboration to reduce operational friction experienced by customers. |
Limited awareness of frontline impact: Frontline teams may not fully recognise how their actions influence customer retention. | Increase customer impact awareness: Understand the connection between daily service interactions, customer experience and retention. |