Improving Customer Experience

Comprised of around 6,000 members in some 50 countries of the world, the Institute of Quarrying is the international professional body for quarrying, construction materials and the related extractive and processing industries.Membership is open to individuals sharing our commitment to improving standards and lifelong learning. The long-term objective of the Institute is to promote progressive improvements in all aspects of operational performance through the medium of education and training.For bookings that require payment via a Purchase Order Number, please contact Louise Foster on 0115 9728496.

Institute of Quarrying

Come and join us for a one day masterclass to learn how to improve your organisation's customer experience, and in turn, business performance.
What you'll learn:
<UL>
<LI>What is customer experience and why is it important?</LI>
<LI>The basics of customer journey mapping</LI>
<LI>Why behaviour is critical to customer experience</LI>
<LI>Dealing with complaints, queries and challenging situations</LI>
<LI>How to create your own plan to improve customer experience in your organisation</LI>
</UL>
Who should attend:
Anyone who seeks results through improving the customer experience - Managers, Team Leaders, or people in a senior customer service role that can influence the customer experience.
The Programme:
<UL>
<LI>Customer experience</LI>
<LI>What do customers want?</LI>
<LI>Customer experience strategy</LI>
<LI>Customer insight</LI>
<LI>Customer journey mapping</LI>
<LI>Employee engagement</LI>
<LI>The power of behaviour</LI>
<LI>Communication skills</LI>
<LI>Challenging situations</LI>
<LI>Effective Learning & Development for improving customer experience</LI>
<LI>Managing change</LI>
<LI>Personal action plan</LI>
</UL>
Your Trainer: Richard Beevers 
Richard is a Fellow of the Chartered Institute of Marketing and one of the UK's leading marketing and customer service consultants. Richard advises major businesses such as Direct Line, Ford and Welsh Water.

The Institute of Quarrying

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Improving Customer Experience

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Improving Customer Experience

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