The Customer Journey

There are several elements that come into play when wanting to create a fantastic customer experience. In this workshop we identify what they are and apply them to your business. Small business case studies are discussed to get an understanding of the before and after changes.

Outcomes:
- Gain insight into how to make improvements to your venue to enhance the customer experience.
- Understand how perception and branding play a role in creating a customer experience.
- Work through dealing with difficult customers.

Establishing and maintaining a great customer experience through considering a number of factors including the environment, the human element, product/service knowledge, safety, the senses, staff skills and dealing with difficult customers and how all these influence the overall customer journey.

Main Topics Covered:

Establishing and maintaining a great customer experience that leaves people coming back again AND telling their friends!

- How?

- Taking care of the outside

- The human element: Staff

- Customer service

- Knowledge of product/service

- Safety

- Sensory elements

- The environment

- Those little extras

- Staff skills and dealing with difficult customers

Suitable for: Venue-related tourism operators, hospitality venues, bricks and mortar retailers, cellar-door operators.

Note:  Maximum of 2 bookings per business.

Presenter: Allan McGillivray, Business Advisor from IPS Management Consultants.

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IPS Management Consultants is a provider of SBDC Regional services in the South West, Peel, Mid West/Gascoyne, Pilbara and Wheatbelt regions.

This SBDC Regional workshop is funded by the State Government through the Small Business Development Corporation.