Four very easy to run and practical training exercises for meetings or group training, by Graham Roberts-Phelps www.grahamphelps.com

1. Graham Roberts-Phelps
Visit www.grahamphelps.com,
Business Skills Training Specialist
Improving your customer experience
1. Defining customer service
2. Four levels of expectation
3. What customers want
4. Service criteria and measures
5. Summary

2. Graham Roberts-Phelps
Visit www.grahamphelps.com,
Business Skills Training Specialist
The Customer Experience - Getting the edge!
• Product and price used to be the deciding factors in
attracting and retaining customers. But now, what sets
companies apart in the eyes of many customers is the
quality, consistency and added-value of the customer
experience.
• They demand continually higher levels of personal
recognition and rewards in products, processes, pricing
and services. They expect the organisation to deliver on
brand promise by acting consistently in their or the
customer's best interest.

3. Graham Roberts-Phelps
Visit www.grahamphelps.com,
Business Skills Training Specialist
Four Levels of Customer Service
"It's a game of inches."
• Exceeded expectations
• Met expectations
• Below expectations
• Unacceptable
Task:
1.There are typically 4 levels of
Customer Service.
2.In pairs or a group, identify two
real-life examples for each one
of the four levels, when you
have been a customer - at work
or in your personal life.
3.What are the generic principles
or values that may apply to your
organisation and customers?
4.Make notes and present back

4. Graham Roberts-Phelps
Visit www.grahamphelps.com,
Business Skills Training Specialist

5. Graham Roberts-Phelps
Visit www.grahamphelps.com,
Business Skills Training Specialist
What do Customers Want?
Some examples might include:
• problem solved
• effort
• acknowledgment and understanding
• choices and options
• positive surprises
• consistency, reliability, and predictability
• value (not necessarily best price)
• speed
• confidentiality
• sense of importance
Task:
1.In pairs or a group, make a quick
list, or add to the list on the slide, of
what customer's want like or expect
from you and your organisation.
2.Include aspects of
• product / service
• process / procedures
• people / skills
3.If your have time, pick two items
that could be improved (by
individuals or the company) and
make some notes on how.

6. Graham Roberts-Phelps
Visit www.grahamphelps.com,
Business Skills Training Specialist
Customer service criteria and measures
• What does 'good' look like for a
customer?
• How do your customer's measure
suppliers?
• What matter's most to customers?
• How can you exceed expectations
and in what areas or factors?
• How can you use customer
experience to differentiate your
business or organisation?
Task - Group Discussion or in pairs.
1. First choose a customer group or type
2. Then, discuss what you believe are the
most important criteria, expectations
and measures of customers (both as
individuals and businesses).
3. If you have time, rank in order of priority
and give an example for each one.
4. Make notes
Process
• As a group discuss and record theses
expectations.

7. Graham Roberts-Phelps
Visit www.grahamphelps.com,
Business Skills Training Specialist
Summary
• Things to keep doing more of
• Things to do less of or avoid
• Ideas to improve or customer
experience, reduce problems or
dissatisfaction?