arrow-left Back To All Courses

Visitor Experience Certification

3

Levels

Ar/En

language

3 Days

duration

Frontliners/ Supervisors

audience

Overview

The CXSA Visitor Experience & Service Excellence curriculum is based on the I.S.E.R.V.E. model which is designed to:

  • Blend highly inspirational knowledge & best practice case studies with latest, next practice methods, tools & techniques in service excellence.
  • Enable ushers & supervisors understand & deliver exceptional service with a much deeper consideration of visitors’ & colleagues’ needs & emotions – winning ‘Hearts & Minds’
  • Reflect the culture & specific needs of the people & organisations in G.C.C.
  • Introduce participants to all of the competencies required to build a customer-centric organisation.
  • Incorporate an advanced learning platform so that new learning can be extended, engrained & retained.
  • Enable a practical certification so that real world ability & applicability is assessed.

Learning Path

A 2-day programme designed to introduce front liners/ushers to the fundamentals of service excellence. The aim is to consistently deliver “above expectation” service. This has been the aspiration of the leading companies delivering “best in market” and is a vital component to integrating the experiences the different events offer.

WHO IS THIS FOR?

Ushers/frontline service professionals who may already have practical experience delivering customer service but no formal training (beyond the basics). Great customer service relies on great communication skills with emotional connection and intelligence. When delivered well, customer service becomes the greatest differentiator between companies.

WHAT YOU WILL LEARN -Enhanced Skills

This is likely to include some or or all of the below:

  • Bridging gaps between audited skills & target desired skills level (evidenced by pre-training audit & post-workshop assessment).
  • Crises Management
  • Enhanced skills (vital to “exceeding expectations”)
  • Knowing the Visitor
  • Who we are
  • Hearts & Minds
  • Enhanced Communication (spoken, non-spoken, tonality etc)
  • Difficult conversations
  • Advanced skills in emergencies
  • Principles of great attitude
  • Excellence and “going the extra mile”

A 1-day face-to-face programme (which is incorporated as part of the 2 day programme above) where participants build on the core principles from VX ADVANCED LEVEL 1 & are equipped with skills to build attitude and service via coaching.

Our recommendation is that all Supervisors & Crisis Managers should go through the VX ADVANCED LEVEL 1 programme before initiating the VX ADVANCED LEVEL 2 programme

Who is this for: 

Supervisors, crisis managers, complaints management staff, store managers, branch managers, VX managers and customer service managers.

WHAT WILL YOU LEARN – Enhanced Skills in Visitor Experience

This is likely to include some or or all of the below:

  • Principles of Assessing Usher Service Skills & Attitude
  • Coaching for VX Excellence
  • Coaching for Attitude
  • Further Enhanced skills for VX Excellence
  • Knowing the Visitor
  • Who we are
  • Hearts & Minds
  • Enhanced Communication (spoken, non-spoken, tonality etc)
  • Difficult conversations
  • Advanced skills in emergencies
  • Principles of great attitude
  • Excellence and “going the extra mile”

1) Who we are

  • Self Diagnosis
  • Personality Types
  • Creating your own personal roadmap
  • How do great service professionals behave differently?
  • Principles behind a great Visitor-Centric Culture

2) Knowing the Customer

  • Customer personality type
  • Diagnosing customer type
  • Adapting communication to suit personality type?
  • Anticipating Customer needs
  • Expectation management

3) Hearts & Minds

  • Empathy – the heart of service
  • Understanding emotional connection
  • Empathy mapping
  • Stress Management
  • Mindfulness & Emotion management
  • Your attitude & impact

4) Communication Landscape

  • Verbal & Non-verbal communication styles.
  • Creating the right first impression. Dress to impress.
  • Purposeful conversation
  • How to delight in mundane situations
  • Body language
  • Interacting over the phone
  • Tone of voice
  • Successful written communication

5) Difficult Conversations

  • Handling difficult customers
  • Dealing with Emotion & Anger
  • Understanding unspoken communication

6) Service Recovery

  • Turning problems into opportunities
  • Relationship recovery
  • Recovery project
  • How do great service professionals behave differently?
  • Principles behind a great Customer-Centric Culture

7) Journey Mapping

  • Personas & their role
  • Reducing cost & waste: Journey optimisation
  • Continuous improvement principles
  • Wows and ouches
  • Prioritising and Delivering

8) The Extra Mile

  • How do you build and maintain a winning attitude?
  • How to avoid demotivation and dips in performance in high pressure environments? Barriers to Delivering Great Customer Experiences

9) Service Leadership

  • Recruiting great talent & motivating
  • Coaching for staff development
  • Conflict resolution & positive discipline
  • Managing Time & Projects
  • Performance evaluation
  • Stakeholder management & negotiation
  • Storytelling for selling change