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The Customer Experience Series -
Customer Excellence and Human Conversations

Duration

2 hours

Who is this for?

This workshop is for anyone who is customer facing that would like to take their customer service to a whole new level and learn how to create ‘Peak Experiences’ for every customer they speak to.

Course content

Customer service is at the heart of any business and when done brilliantly it leaves customers feeling satisfied, valued and respected. It increases customer loyalty, generated revenue, a business’s reputation, and its competitive edge whilst reducing cost. According to research carried out by Freshworks, 56% of customers stop doing business with a brand after one bad customer service experience.


  • The definition of Customer Excellence (CE)

  • How does that translate into your business and role?

  • Exploring the 5 mindsets

  • Difference between Customer Advisor & Customer Advocate

  • Elements of great customer conversations

  • Practical exercises

  • Action planning


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