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NO LONGER AVAILABLE…..CX – Customer Experience

Details

Date:
October 27, 2022
Time:
12:00 pm - 2:00 pm
Other Time Zones:
12.00pm-2.00pm (NSW, VIC, TAS)
11.00am-1.00pm (QLD)
11.30am-1.30pm (SA)
10.30am - 12.30pm (NT)
9.00am-11.00am (WA)
Cost:
Free – $255.00
Event Category:

Other

Trainer First Name
Bruce
Trainer Last Name
Williams
Trainer Short Bio

Bruce loves to help people understand how other people tick so they can work together with less stress and more “yes!” With a focus on leadership, communication and team dynamics, Bruce has been delivering adult education, coaching and professional development programs for over 4 decades. He is an accomplished speaker and facilitator with an engaging and humorous presentation style.
In addition to managing his own business, Bruce is Judging Chair for the Sunshine Coast Business Awards and a part-time academic with the University of the Sunshine Coast. He is founder and spokesperson for the USC Starfish Program raising funds to support low SES students in higher education. Bruce also mentors young entrepreneurs in The DeLorean Project and Generation Innovation.

October 27, 2022 @ 12:00 pm - 2:00 pm

Free – $255.00
NO LONGER AVAILABLE...  This session is no longer available. Please email any enquiries to training@accpa.asn.au

 

The customer experience (CX) is a result of how an organisation engages with its customers at every stage of their purchasing journey. It is the sum of all interactions people have with your brand, organisation and service delivery. This workshop explains why customer experience is not just a set of service-related actions. CX is also about feelings and how customers perceive their experience at every touchpoint, from initial decisions about which provider to choose through to all aspects of service delivery.   The degree to which customers feel connected, understood, valued and respected has a direct impact on their levels of satisfaction. Customer service is about what we do. The customer experience is how people feel about what we do. This workshop introduces key concepts in CX and unpacks some simple strategies to help maximise the potential for positive experiences as a matter of standard practice. It will also look at how to manage and adjust unrealistic expectations (both customers and staff) and navigate possible conflicts through effective communication.  

 

Learning Outcomes:

  • Foster a customer-centric mindset
  • Understand and prioritise your CX organisational goals
  • Integrate teams, tools, processes and feedback to improve CX
  • Include CX data as an essential factor in decision making and innovation
  • See every customer interaction as an opportunity to enhance the CX journey
  • Communicate in ways that improve customer engagement and satisfaction
  • Build trust to deepen relationships and promote brand loyalty

 

Target Audience: All employees in the consultation and management of supported funding packages.

Venue

Online via Zoom
Tickets are 1 per person. A Reminder email will be sent to registered participants 1-2 days prior to the session including the zoom link and any handouts.
Please note that an essential requirement is that all participants gain access to a PC and/or iPad or mobile device, and use a headphone set, although they do not need to be in the same location. Training rooms without personal headphones can result in feedback which may impede training delivery and reduce participant enjoyment. Headphones do not need to be expensive units, and many people have their own personal headphones /mic that they use with their smart phones, which will be suitable plugged into the computer unit if this is your choice of set up,

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