Our customer experience training programs, workshops and courses will help you build better, more profitable relationships with your clients.
Customer experience is the single most important quality driving the success of any business. A good customer experience leads to customer loyalty, referrals, pricing premiums, higher employee engagement, growth and higher profits. CX Training delivers a range of solutions to improve your customer’s experience of your organisation – whether your work is white collar, blue collar, retail, call centre, hospitality, industrial, financial or professional services.
We’ll work with you and your team to build skills, change behaviours and make a difference that your clients will love. Our customer experience training and workshops can be tailored to your specific needs. Topics and programs can include the following:
Different organisations have different challenges in their efforts to deliver a consistently excellent customer experience. These are some of the ways we help our customers:
Helping technical experts focus on customer value, not technical detail
Helping teams change from a compliance/process culture to a more customer-centric focus
Helping teams get beyond superficial customer exchanges to build deeper rapport and trust
Helping teams better adapt their behaviours to the styles and preferences of others
Technical experts and professionals rightly pride themselves on their technical ability and believe this is the essence of their value to their customers. Whilst true to an extent, we also recognise that the technical mindset can be a barrier to developing truly customer-centric behaviours.
During our customer experience training courses and workshops, we use a variety of techniques to challenge mindsets – including focusing on personal and organisational goals, and identifying the deeper underlying sources of client value. We don’t hold back in challenging limiting self-perceptions and tackling any limiting beliefs about individual roles and capabilities.
Tackling mindset issues first helps to open the door to the development of specific skills – including how people can better use their technical knowledge to more effectively understand, support and guide their customers.
Changing team cultures requires action on many different fronts. Whilst training workshops can focus on skills to an extent, changing individual behaviours will mostly likely necessitate an equal investment in other areas such as leadership behaviours, performance management, rewards, and potentially recruitment as well.
We can work with individuals and leaders on these challenges as well as developing programs that change mindsets and behaviours on an individual front. In attempting to change compliance/process mindsets, we typically focus on limiting beliefs relating to rewards and consequences, time management and productivity, working effectively with colleagues and more.
We also recognise that people who have a compliance / process mindset find comfort in such approaches – and we don’t try to take that comfort away from them. Instead, we support the ‘soft’ or nebulous challenge of customer communications by providing clear processes, tools and frameworks including specific behavioural requirements for individuals to use whilst they edge out of their comfort zone and develop their customer confidence.
Different teams and individuals have different challenges with building rapport and trust. For some introverts, it’s the initial superficial rapport building (“how’s your weekend?”) that they struggle with. For some extroverts, that part of things is easy, but they struggle with moving beyond the superficial to get to truly understand personal challenges and organisational needs.
In our customer experience training sessions and workshops, we try and cover as many bases as possible to help people understand these challenges and develop new approaches and behaviours that will help them build rapport and trust in different situations. We analyse rapport, discuss alternative rapport building techniques (including NLP), refer to different laws of likeability, listening and questioning techniques, trusted advisor behaviours and more. We use exercises that profile each individual’s rapport building instincts and advise where these may have to be moderated. We build understanding, challenge mindsets and change behaviours.
People often won’t change their behaviours unless they recognise and accept the need for change. We can use different tools to motivate change such as listening to recorded customer calls, profiling tools such as DiSC, LDP or Hogan or other measures that might identify current behaviours and the need for change.
Once people accept the need for change, we can then discuss emotional intelligence, communication and behavioural preferences in more detail, and identify where and how they might moderate or change behaviours to get the best response from others in different situations.
Our customer service training courses and workshops will be tailored to your unique requirements. We’ll liaise with you to understand your organisation’s goals, your team’s learning styles and preferences, and your overall strategic objectives to tailor a customer service learning program that delivers the results you need. Your team, your customers, your CX training.
Most training providers focus on content and skills. This approach doesn’t lead to true behavioural change because people haven’t been challenged. They hang on to the mindsets and excuses they have always had. At CX Training, we don’t just work off a script, we work on people. We facilitate insightful self-awareness and challenge limiting beliefs and excuses. Then we lay the skills on top, resulting in learning outcomes that stick. We challenge, we break down barriers, but we also have fun.
Bringing about behavioural change often requires more than just a group training session. We would love to support you after any initial training through coaching, leader support, webinars, micro-learning or a follow-up implementation workshop.