Designing your Customer Experience

Please note: this event is run by the Small Business Development Corporation for small business owners in Western Australia only.

Every business relies on customers to survive and grow, but exceptional customer service doesn't happen by accident. It's something you design, test and continuously improve.

In this hands-on workshop you will step into your customer's shoes, map their buying journey, and explore how each interaction makes them feel, from first contact through to repeat business.

Using practical tools and guided activities, you'll identify opportunities to improve communication, manage expectations, handle difficult situations with confidence, and create positive moments that encourage referrals. You'll leave the session with a clear outline of your customer service experience and a personalised action plan to apply to your business.

This topic covers:

• Map your customer's buying journey from first contact to repeat business, designing an exceptional customer service experience at each stage of the journey.

• Explore simple ways to wow your customers, keeping them coming back and encouraging referrals.

• Discover the communication skills you need to deliver exceptional customer service.

• Learn to manage expectations and deal with difficult customers.

• Develop a personal customer service action plan with clear next steps.

This workshop is for small business owners who want to improve customer loyalty, repeat business and referrals.

If this is your first workshop with us or you have any queries, check out our Online Workshops Guide & FAQs or get in touch with us at workshops@smallbusiness.wa.gov.au.

Bookings are limited to two tickets each, however you can make more than one booking. If you are booking for more than one person, please provide each person's email address so they receive our emails with important links and downloads.

To book for larger groups, please contact us on 133 140 or email workshops@smallbusiness.wa.gov.au

If you cannot attend, please cancel so your place can be made available to another business owner. You can cancel your booking from the update order button on your order confirmation email. Cancellations and refunds for paid workshops can be made up to 24 hours before the workshop starts.

We are committed to supporting all WA small business owners, including those with diverse needs. Our workshops are delivered in a variety of buildings, locations and formats. If you would like further information about accessing a particular workshop, please email workshops@smallbusiness.wa.gov.au or call 133 140.