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Half Day | Max. 20 Participants
Workshop Outcomes
- The vital link between internal and external customer experiences
- How to make an impressive first impression
- How to take the experience from ordinary to extraordinary
- How to build trust by taking ownership
- The impact of the 3 Vs of communication
- How to ask quality questions and listen actively
- How to use customer focused language to convey a yes-we-can attitude
Topics Covered
- Fundamentals of Customer Service
- Building trust
- Personal interactions
- Internal and external customer experiences
- Listening skills
- Quality questioning
- Words to use and avoid
Location
- Willing to work remote
- Willing to work interstate
- Willing to work internationally
How can this workshop be delivered?
- Face to Face
- Virtual
Overview
“Customers don’t care how much you know until they know how much you care ” John Maxwell
Everyone is talking about customer experience! But do your people understand how to create consistent levels of exceptional customer experiences that build loyalty and trust?
Trust is the new economy, with research revealing that 81% of companies that deliver a better customer experience are outperforming their competitors. And 86% of customers are paying more for a better experience. So rather than talking about improving your customer service culture, learn how to achieve it now, before your competitors do. In this exciting experiential workshop, your people will learn strategies they can easily implement in the workplace to enhance your customer experience and reduce workplace stress.
Workshop Outcomes
- The vital link between internal and external customer experiences
- How to make an impressive first impression
- How to take the experience from ordinary to extraordinary
- How to build trust by taking ownership
- The impact of the 3 Vs of communication
- How to ask quality questions and listen actively
- How to use customer focused language to convey a yes-we-can attitude
Topics Covered
- Fundamentals of Customer Service
- Building trust
- Personal interactions
- Internal and external customer experiences
- Listening skills
- Quality questioning
- Words to use and avoid
Who is this workshop for
Leaders and teams, back office people and front-line people.
Can be customised to a higher level for Leaders.
Handouts/materials provided
Training handouts
What to bring
Pen
Facilitator
About the facilitator
Ava Lucanus is a customer experience specialist who helps organisations to communicate more effectively and align their customer experience with their brand promise. Drawing upon four decades of knowledge and experience, Ava works with organisations Australia wide, and is recognised as an authority in her field.
She provides consulting, training, and coaching programs for every level within business to fully optimise their relationships.
Ava's clients describe her as fun, expert, positive, motivational, practical, and inspirational, and her attendees consistently comment that their biggest takeaways came from the interaction and experiential style of her workshop sessions.
She's been interviewed by ABC radio for her expertise in managing challenging customers, and has been guest writer for Business News and various industry magazines and blogs.
Ava is among an elite group of less than 10% of speakers globally who have been awarded the international accreditation Certified Speaking Professional (CSP). In being awarded the CSP, Ava has met the strict criteria of experience, expertise, and professional ethics, as well as a commitment to ongoing education and client satisfaction. This ensures her message will be memorable, meaningful and relevant to your team.
In 2020 Ava achieved the globally recognised Certified Virtual Presenter accreditation, showcasing her expertise in presenting virtually.
Based in:
About the facilitator
Ava Lucanus is a customer experience specialist who helps organisations to communicate more effectively and align their customer experience with their brand promise. Drawing upon four decades of knowledge and experience, Ava works with organisations Australia wide, and is recognised as an authority in her field.
She provides consulting, training, and coaching programs for every level within business to fully optimise their relationships.
Ava's clients describe her as fun, expert, positive, motivational, practical, and inspirational, and her attendees consistently comment that their biggest takeaways came from the interaction and experiential style of her workshop sessions.
She's been interviewed by ABC radio for her expertise in managing challenging customers, and has been guest writer for Business News and various industry magazines and blogs.
Ava is among an elite group of less than 10% of speakers globally who have been awarded the international accreditation Certified Speaking Professional (CSP). In being awarded the CSP, Ava has met the strict criteria of experience, expertise, and professional ethics, as well as a commitment to ongoing education and client satisfaction. This ensures her message will be memorable, meaningful and relevant to your team.
In 2020 Ava achieved the globally recognised Certified Virtual Presenter accreditation, showcasing her expertise in presenting virtually.
Based in:
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