Driving Customer Experience™


Driving Customer Experience™

This training programme focuses on forming a relationship with a prospective customer, whichever type of enquiry, be it telephone, online or face-to-face. The emphasis is very much on the experience the customer receives on a visit to the business. Improving the customer experience at every level is critical – conversion rates will increase, higher margins will be achieved and customer retention improved.

By making it everyone’s responsibility to ensure the customer is treated courteously and is approached within a few minutes of entering the business, the perception of the dealership is immediately enhanced.

At every touch point, the customer receives the same high-level experience whereby all members of staff are keen to help. The training enables all employees to emanate the business’ vision and values in a way that’s genuine and welcomed by customers. Consequently, customer satisfaction improves since everyone is taking responsibility to ensure the customer has been well looked after.

Whilst the fundamentals are basic enough – smile, communicate, make interactions personal, ensure all members of staff are empowered to take ownership of situations and customer requests, and, above all, adopt a positive approach – having the confidence to adopt and deliver these skills every minute of every day is often only possible if employees receive the right training.

Our training enables your employees to create a better customer experience. In turn, these customers are more likely to purchase in the first place, recommend and return.

Telephone Success™ reports

Delivered on location, this training will:

  • Improve the first impression for customers as they approach the business
  • Improve effectiveness on the telephone and face-to-face
  • Promote positive behaviour
  • Improve communication effectiveness
  • Make the team alert to business opportunity
  • Make the team aware of their personal impact
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Telephone Success™ reports