Turn Strangers into Customers


How do you offer truly excellent customer service that turns each buyer into a loyal, lifelong advocate and fan? You do it through maximising the entire customer experience. This doesn't mean simply customer service, although obviously customer service is part of it; rather, it means the overall experience your customer has with your business, which starts with their first hearing its name. Businesses must consider the customer experience through the eyes of their customers and manage this experience to make sure it's as valuable as possible for the customer. In this course, you'll learn how to do this. By the end of the course you'll have a detailed understanding of the customer experience you offer and legitimate ways you can improve and streamline it. BSBITU212 Create and use spreadsheets VU22400 Work with and interpret numerical information in familiar and routine texts

Westfield Penrith on Monday

Beginning 8/2/2021 from 11:45:00 to 13:45:00

for 4 Weeks

$152 Your training may be subsidised by the NSW Government. Contact the College to check your eligibility.

** This Course is Nationally Recognised Accredited Training. See the Description for the Units of Competency included **

Topics Covered include:

Introduction The Ideal Customer Experience Journey Map Your Current Customer Experience The Key Elements of an Ideal Customer Experience Map your Business's Ideal Customer Experience Identify and Prevent Potential Breakdown Points Conclusion and Next steps

Course Outcome

Define what the customer experience is and why it's so important. Map the customer experience that you currently offer your customers so that you can identify weak areas that need improvement or areas where there are potential problems. Describe the elements that make a good customer experience, as well as examples of these elements in real life. Re-create your business’s customer experience map so that you can make improvements at each point that will impact the experience as a whole Identify trouble areas you're likely to have in your map so that you can figure out ways ahead of time.

On the first session bring

Computer with good Internet connection & access to Online Training Platform Pen & Paper

Items to be purchased during the course

Special Issues To Note

NCC Code: 81BUSA121



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