You can always custom build your own custom course, Why not explore our building blocks library or book a consultation with our team
Creating a Positive Customer Experience
Build the knowledge and techniques to enhance customer satisfaction by delivering consistent, personalised, and solution-focused experiences across every interaction.
The learning experience

Information
Customer experience is shaped by how customers feel at every interaction with your organisation. To improve it, you must understand customers’ needs and emotions. You must also view your service from their perspective. This approach allows you to create personalized, seamless experiences that build trust and loyalty.
By evaluating your service or product from the customers’ point of view, you can better understand their behaviour and develop empathy, gaining insight into why they feel a certain way about your offering. This gives you a unique opportunity to improve your personal impact and develop a customer-focused mindset.
- Explore the relationship between customer service, customer experience, and developing a customer-focused mindset
- Review customer touchpoints and their impact on customers’ journeys
- Identify ways to improve customer experience through personal impact
- Discuss how to manage your emotions during challenging customer conversations
- Customer-focused mindset; finding out what your customers want and need
- The customers’ experience of service
- Making customers feel special and valued
- The customers’ perspective
- Personal attributes
- Latest customer insights
- Improving the overall customer experience
- Adding value through service
- Personalized service
Features
| Choose your experience |
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| • Training Course: Ready-to-run session • Pick & Mix: Combine topics to build a journey • Customise: Create something custom from scratch. |
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| Available for groups & individuals | |
| Durations: 90-minute bite-size or 180-minute workshops |
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| 6-8 hrs on-demand learning |
For groups & teams
Live session delivered virtually or in-person. Up to 15 people per programme.
£1500
Starting price + VAT
