How to Deliver Outstanding Customer Service and Delight your Customers

Who should attend?

This workshop includes relevant concepts, resources and ideas for new and growing businesses, whether you are a Sole Trader or a Limited Company with staff. If you are keen to provide excellent Customer Service this practical workshop is a perfect opportunity to take time out of your busy business life and work on your business, viewing it with a fresh perspective.

As a business owner, you have an ever-increasing array of activities on your plate, and it can sometimes feel overwhelming. This workshop will help you gain an understanding of how your customers think and feel throughout their entire Customer Journey and where to focus your time and energy, delivering Outstanding Customer Service.

You’ll understand how to retain customers who will also recommend you, so your business experiences sustainable growth. This workshop is delivered by experienced start-up Business Growth Consultants – business people who have launched their own businesses.

You’ll receive an accompanying booklet, and during the workshop, you’ll start to put a plan together with your first steps to get the momentum flowing.

Here’s what’s included:

• An introduction to the ‘Customer Journey’ concept, how integral it is to growing your business, and how it impacts your Brand.

• Mapping out how your entire customer journey currently looks from initial awareness of a need to becoming a customer, through to after-service and retention.

• A view from your customer’s perspective – putting yourself in your customer’s shoes, walking through your Customer Journey and understanding how they think and feel through each step of the way.

• Revisiting your Company Values and Purpose, gaining clarity around your Customer Promise and understanding where you have opportunities to introduce changes.

• Anticipating where minor blips and issues might occur throughout your Customer Journey and how you can best mitigate and resolve them.

• Considering how and where your competitors are excelling, highlight any gaps you may need to research further.

• Successfully engaging with your current customers – gaining valuable feedback, online and in-person.

• Examples of how companies and brands are providing a Gold Standard Service.

• Understanding how a happy company culture (even if you are a one-person band!) impacts your brand and ultimately your customers’ perception of your customer service.

• Designing your ideal Customer Journey, including ‘Wow factors’ to delight your customers at key stages in their journey.

• Understanding the concept of ‘Raving Fans’ who will recommend your product or service and remain loyal to you. Building a network of ‘Raving Fan’ Brand Ambassadors.

• Completion of your ‘Outstanding Customer Service’ Action Plan, with desired outcomes, resources you’ll require and timings – a working document to help you take early action and keep the momentum flowing after the workshop.

You’ll receive a pre-course booklet for completion in the workshop, plus a post-course resource pack with slides, links and top tips (for attendees) afterwards.

This is an interactive workshop with time for you to work on exercises in your booklet and a Q&A towards the end, so we encourage you to have your camera on as much as possible during the morning.

Ann’s background …

Ann has been coaching & mentoring a wide range of businesses throughout the UK and overseas since qualifying as a Business Coach 18 years ago. Over the past 4 years she has delivered Start Up & Scale Up and Business Success programmes for Dorset Growth Hub.

Ann previously worked in senior management roles at American Express for 14 years with a background in business development, relationship marketing and management, working with leading retail brands and international dollar & euro card across Eastern Europe and Mediterranean.

She now lives with her family on the Dorset Coast and loves starting her day walking by the sea. She also enjoys sea kayaking, paddleboarding, travelling and learning Italian. She faced her fear of heights by paragliding off 6000 ft Babadag Mountain above Olu Deniz – luckily strapped to a pilot!

This workshop it’s delivered by Dorset Growth Hub and WSX Enterprise as part of Dorset Council’s Business Support Programme.

If you require more information or have any questions, please contact info@dorsetgrowthhub.co.uk