Frontline training

The most important people in your organisation are the ones in the front line.

The most important people in your organisation are the people in the front line. These are the people who are actually delivering the Customer Experience. You can have the best strategy in the world, but if this is not executed it is all a waste of time. Therefore, training your front line is essential to the successful implementation of any Customer Experience initiative.

There are three ways we conduct training for people in the organisation:

· E-learning

This is the most cost effective way of engaging a number of people across the organisation. Conducted over the web front line people are set tasks, asked questions and watch videos of various scenarios to make sure the learning sticks.

· Face to face training

This is still the most effective training in our view. Beyond Philosophy’s professional trainers deliver this and they truly engage and motivate your people to make the necessary changes.

· Train the trainer

We can accredit your trainers to deliver our materials.

We offer generic events outlined below. These can be customised to meet your needs.

These are interactive on session for up to 10-20 delegates who are looking for an in-depth understanding of the customer experience.

We firmly believe that learning comes from anchoring the discussion and debate in personal customer experiences, not from lecturing. We encourage participation at every stage to ensure all levels of customer satisfaction are recognised and understood.

We use highly engaging stories to relay key concepts to ensure everyone in the audience can understand and relate to the Customer Experience.

During the day delegates will:

• Understand what they need to do to 'Build a Great Customer Experience'.
• Understand the concepts behind the Customer Experience, why it’s important for them and the organization.
• Reflect on the Customer Experience they are providing and what they need to do to change.
• Witness live telephone calls to companies (this can include calls to your competition or your own organization).
• Look into the emotions these calls create.

Learning Points

By the end of the session delegates will:

• Understand the Seven Philosophies for Building a Great Customer Experience
• Understand what they need to do to improve their Customer Experience.
• Understand the phenomenon that is the emerging Customer Experience economy.
• Appreciate why 85% of senior business leaders believe that just differentiating on the traditional elements like, price, product and quality is no longer a sustainable competitive advantage.
• Learn the newly designed Customer Experience.
• Know the vital role emotions play and why they have been totally underestimated by the majority of businesses.

The majority of the training we deliver is customised to clients’ requirements, therefore we would be happy to discuss this further with you if required.