Nature of Customer Experience

Fresh and unique Customer Experience training for customer service professionals

The Nature of Customer Experience is our most popular intervention – aimed at current customer service practitioners with some or lots of experience. It builds a fresh understanding of customers by exploring human behaviour and applying that understanding using a set of powerful customer experience tools and techniques.

This will advance your current customer service team’s customer skills and they will quickly see why some interactions with customers go better than others and realise that it is less about WHAT they do and more about HOW they do it. As they apply the techniques, you will see their CSAT/NPS results improve. The Nature of Customer Experience development is a motivating mix of training, coaching and embedding of new, proven habits.

What we often find with Nature of Experience sessions is that an under-performing member of the team, adopts and applies all the techniques and suddenly becomes a high performer – that’s an incredible moment!

We also offer a shorter version, Nature of Customer Experience Lite, perfect for non-customer facing teams. It highlights their direct and indirect impact on a CX and develops a strong cx mindset and skills. They use this to adjust their processes, policies and approaches, to make their own activities more customer focused, driving CSTAT and NPS.

So, if you want to raise your game in terms of your teams’ customer experience skills, if you want to improve CSAT/NPS or if you just want to get your teams better connected with customers and their wants, needs, expectations and behaviours – Nature of Customer Experience is well worth a closer look!

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