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Customer Experience Improvement Skills (invite only for Customer Experience Ambassadors)

Course Code
Course Types
Training Event

The purpose of this session is to create the mindset and range of skills and behaviours that shape and embed a strong customer service culture across the BHCC teams to improve customer experience and satisfaction.

Start Date
Wednesday 18 September 2019
End Date
Wednesday 18 September 2019
09:30 - 16:30
Number of Sessions
Learning outcomes

*To know what the expectations and associated feelings are within service industries today, and how this directly links to our attitudes and behaviours and those of customers

*To understand how assumptions and self-limiting beliefs may negatively affect our ability to deliver great customer service

*To identify and agree what truly makes the difference when we’re communicating face to face, over the phone and in writing
*To know that impact and presence is seen, heard and felt, and how we need to ‘be present’ to listen and communicate in the right way for each customer

*To have explored how the language we use and the impact of our voice shapes the impression a customer or contact has of us, so that we can create the best one every time

* To know what rapport truly is and how it’s built through our individual actions, language and behaviours

* To know how to use the 3 step empathy process that stops us being ‘over logical’ at times when we need to confidently engage with the emotion of a situation/customer

* To know how to say ‘no’ confidently and positively, and have built phrases and techniques that work for the customers we engage with

Additional information
This is a pilot session for Customer Experience Ambassadors - further dates are available
Target Audience
This Event is for Brighton & Hove City Council Staff Only
target audience
Course pre-requisites
Lighthouse (venue), 28 Kensington Street
Event Trainers
Richard Dunstan
Pricing Bands
Tier 1
Tier 2
Tier 3
Tier 4
Tier 5