Visitor Experience Certification

3 Levels

Arabic

language

English

Language

Overview

Whoever handles a visitor interaction (be it a call, frontline service or back-office support) represents your entire company. They are not just providing customer service, they are representing your brand and your culture. They are managing relationships for the future and indirectly selling your products & services. With this in mind, the way they are hired, managed, incentivised, empowered, equipped and trained has a significant impact, going well beyond merely resolving a customer’s immediate issues.

Organisations delivering engaging VISITOR experiences grow revenues 4-8% beyond their competitors. Service plays a critical role: 89% of customers who experience positive service are likely to repurchase from the providing company. Meanwhile, one-third of customers would immediately consider switching to other providers in the event of poor service. Research like this validates our point: Good service is no longer enough – companies that want to succeed need to be outstanding.

We help build exciting, engaged and empowered visitor-centric companies based on these driving beliefs, developing people to be the best they possibly can be!

TRAINING FORMATS

Service Sprints & Bootcamps: Whether a few hours or a few days, the CXSA Academy will engage your team in the essence of service excellence and building a visitor-centric culture. When a sprint workshop is concluded, your team will be inspired and empowered to deliver passionate, five-star service.
Extended Engagements: Instead of consolidating training into an intensive bootcamp, consider a longer-term relationship: we can reconnect with your team at preferred intervals to deliver core subject areas in time-sensitive sessions. An added benefit is the greater depth of coaching we can provide as your team gains skills & confidence over time.

INTRODUCING THE DRIVING COMPONENTS Of Visitor Experience

Learning Path

VX ADVANCED LEVEL 1 - Ushers/Front Liners

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”

VX ADVANCED LEVEL 2 - Supervisors

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”

SIGNATURE SERIES

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

Visitor Experience Certification

3

Levels