World Class Customer Service Workshop
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How to win the hearts of clients
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Body language queues and hidden messages in communication
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Mindset ON to be stage ready. You, but rolled in glitter
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Creating brand fans - through your personal brand and service
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Clarity around outstanding customer experience
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Embodiment of world class customer service with your own branded self-led workbook for continued learning after the workshop ends
Workshop
Overview
We start with an energizing group activity that gets everyone moving right away. The first exercise is a lively mood-matching activity to set the tone.
Next, we introduce the "Mirror +1" technique to elevate the session.
We then dive into understanding your client avatars, exploring their needs in depth. A key lesson here is to never make assumptions about the buyer—it's more challenging than it seems.
We also address common selling fears, especially important when dealing with high-ticket items. Understanding the psychology of sales is crucial at this level.
Our second activity focuses on creating moments of shock, surprise, and inspiration for each client.
To stand out from competitors, it's essential to do things differently. This involves choosing the right words and delivering your message effectively.
How often do teams say, "This is really nice," when a client tries something on? "Nice" is forgettable—if you want to sell more, your teams need to be memorable and impactful.
We'll work on expanding vocabulary and practicing new ways to elevate the client experience, leaving them with a "wow" moment. Remember, people buy from people, and we’ll tap into the emotions of the clients we serve.
Next, we'll analyze the touchpoints of the purchase journey. We’ll perform a "then/now" comparison, focusing on creating an elevated experience from the moment clients enter to the completion of the selling process.
Finally, we’ll guide your teams through the buying journey, building their confidence to support clients in making a purchase. We’ll shift the internal narrative from hesitantly asking for the sale to confidently helping clients make decisions.
Two weeks later, we’ll have a follow-up group session on Zoom for feedback and any questions.
Duration
This customer experience workshop is approx 7 hours.
We can adapt to your needs; for example, if you'd like this over 2 days, it can be arranged
Book your customer experience workshops today by visiting the contact page or hitting the enquire button below!
Investment: All workshops are from €350 per head. If you have a party of 60+ participants we can offer a reduced fee.
Customer Experience Matters
86% of customers would likely buy MORE if they felt your teams cared more about them. Let that sink in. How much revenue is that worth?
Why Invest in the World-Class Workshop?
Think about how many times a person has made you FEEL valued - in a store. I would bet that you could count it on one hand!
The service standards, overall, up and down the highstreet and inside of shopping malls are poor at best.
It doesn't take much effort to stand out of the crowd and to convert your buyers into raving brand fans!
We have transformed retail teams from burnt-out, unmotivated, disengaged with customer service scores so low it's enough to make you want shop online forever! Teams are transformed to vitalised, enthusiastic and passionate people delivering record breaking, consistent client experience. Never has there been a more critical time in physical retail to get this right once and for all.
When the team succeeds, everyone does - including the customer.
Throughout this entire customer experience workshop experience your people get to FEEL a range of emotions that occur during interactions with consumers. We fire up those memories and get the team thinking about the impact of their words and actions.
Awareness is key. With self awareness comes great insight.
We move from drab to fab service, in a sea of sameness your teams become the sharks!
You get the idea!
World-class customer service should be high on the agenda of retailers today - did you know that 86% of customers would actually spend more if they felt your teams cared more?! (PWC research). Yup, there is so much money being left in the customer's pockets because we have not unlocked your team's potential.
World-class customer service is an energetic vibe - it's excitement to help, it's curiosity to solve a problem, it's a moment of connection between 2 people. It's never about the product features; anyone can learn that; but it doesn't guarantee high conversions.
This signature workshop will create ripples of impact across customer experience, team harmony, operational excellence and of course, KPI’s
"I have Kayleigh's words in my mind daily 'don't be shy to fly' the way she explains things is remarkable and easy to digest. Kayleigh, without question, made a massive impact on me. Her unrelenting drive and love of what she does, is infectious."
Phillip G.
Store Manager
Building an outstanding service culture starts with knowing exactly what your customer proposition (or service statement) is.
Too many teams operate with wishy-washy knowledge.
Clarity = Progress = £€$
Customer experience always starts with the store teams - they are the ones delivering your brand, your mission. At TIRA, we approach customer experience from a bottom-up approach whilst carefully considering your wider strategy.