Personal Foundations for Customer Delight

The ability of your employees to consistently delight your customers is influenced by your business culture, but at the end of the day it is their own intrinsic motivation that dictates whether or not they will consistently identify and act on opportunities to go the extra mile with their customers. This training session helps participants to understand and tap into intrinsic motivation to provide great service in ways that make great service a natural part of their own fulfillment at work.

Instructional Objectives:

The following topics will be covered:
  • The difference between customer satisfaction and delight;
  • The importance of customer delight for the business;
  • How customer satisfaction and delight impacts personal performance and fulfillment at work;
  • The 4 personal drivers of customer delight;
  • Discovering your personal drivers; and
  • Creating a personal action plan for increasing your capacity to delight internal and external customers.

Measurable Learning Outcomes:

By the end of this course, participants will:

  • Have a greater understanding of how a focus on great customer service impacts their own career development and enjoyment;
  • Experience increased motivation to increase service levels in their role; and
  • Have identified concrete ways that they are most excited to drive high levels of customer satisfaction and delight in their company.

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: 4 Hours

Format: Entrepreneur Training, Group Training, One-on-One Training