Creating Customer Delight

Research shows that customer satisfaction is no longer enough – unless your team is consistently delighting your customers, they will be vulnerable to being seduced away by your competition. Even worse, in today’s social media savvy world, it is easier than ever for customers to publicize negative or even mediocre experiences for all the world to see. Anything less than rave reviews of your programs online (or even via old-fashioned word-of-mouth advertising) can do serious damage to the ability of your business to thrive. Based on best practices from companies that lead the way in customer service excellence, this workshop provides all the tools and knowledge your team needs to delight customers in big and small ways. Perhaps more importantly, it provides participants with the lasting motivation to use these tools that comes from understanding the personal benefits they will receive from providing great customer service.

Instructional Objectives:

This training program provides participants with skills and knowledge to consistently delight both internal and external customers. The following topics will be covered:

  • The difference between customer satisfaction and customer delight;
  • The latest research on the cost of customer dissatisfaction;
  • Statistics on the positive impact consistent customer delight has on an organization’s ability to increase profitability and results;
  • The three elements of creating customer delight;
  • Identifying customer expectations;
  • Building systems for meeting customer expectations;
  • Identifying the opportunities to delight customers;
  • Empowering employees to respond to opportunities for customer delight;
  • Personal drivers that fuel consistent customer delight;
  • Customer delight heroes and legends: the theory in action; and
  • Action planning: identification of key opportunities and strategies for delighting customers in their team, business unit, role, or company.

Note: The 8 hour format can be delivered as a full-day or two half-days. The additional half-day allows for teams to have more time to identify and draft the systems required to sustain customer service excellence over the long term.

Measurable Learning Outcomes:

By the end of the training participants will:

  • Understand the difference between customer satisfaction and customer delight and why focusing only on satisfying customers is detrimental to a business;
  • Understand the opportunities and techniques for turning satisfaction and dissatisfaction into delight;
  • Learn a framework for consistently creating customer delight;
  • Gain concrete tools and strategies that they can use as individuals and as a team to continuously raise the bar on their level of service, thus enabling the organization to more easily and cost-effectively attract new customers and retain existing ones;
  • Identify their own personal motivators and strengths for providing service excellence and develop personalized strategies for how they will apply this knowledge in their role; and
  • Identify additional systems and habits that need to be created and implemented at both the individual and team level to foster consistent service excellence.

Assessement Methods:

Our instructors are continuously assessing the student’s comprehension and ability to apply their learning through assignments, case studies, and interactive classroom activities that check for understanding. This is crucial in today’s fast-paced business environment as each new skill participants not only learn, but are able to apply in the workplace will have a huge positive impact on the business’s ability to thrive. Unlike structured public courses at colleges and universities that provide more general knowledge and must follow a rigid timeline, our on-site group training format allows our instructors to take the time to ensure that participants are able to take the skills and knowledge they gain in class and apply it to their unique situation to get the results they want in their work and business. We assess the student’s learning and progress using the following methods:

  • Application assignments for in between each training session to apply what was learned in their role in the business. (These assignments are sent in to the instructor in between each session so that the instructor can review them and provide further feedback if the student has not completed the assignment correctly.)
  • Interactive exercises, questions and discussion during the training sessions to ensure that the student understands how to apply the concepts in their role and/or business.
  • Student self-evaluation of their learning at the beginning and end of the program. (This is a brief 5 minute paper survey that the student takes at the beginning and end of each module to provide them with a measure of the knowledge they have gained from the training).
  • (Note: Our instructors are always available via phone and e-mail in-between training sessions should students need assistance with their assignments. This ensures that students are able to complete assignments and be fully prepared to build on their learning in the next session.)

This program builds competencies in the following areas:

Duration: 8 Hours, 16 Hours

Format: Entrepreneur Training, Group Training