"Straight talking experts" Customer Experience Training

Vision Consulting,  using our customer engagement and training expertise, has devised a number of Development Solutions that can be used to improve the way your people manage their customer interactions and provide a positively memorable customer experience. Our solutions are designed to ensure that your people convey a consistent message to your customers across channels and project a reassuring tone and are able to respond adaptively to your customers particular wants and concerns, and who treats them as an individual.

The “Straight Talking Experts” Customer Experience Knowledge Programme.

What defines customer service? A friendly greeting? A follow up call, text message or email? Attention to detail? It’s all of this and much more. The “Straight Talking Experts” Customer Experience Knowledge Programme as evolved and not only teaches delegates just the basics of customer service but as a primary focus on Customer Experience, what is is, how the concept grew and how your people can create great moments of truth and customer experiences for your customers. A key element of doing this, is creating personal emotional connections (PEC) with customers, across all contact channels.

Establishing PEC's with your customers is a key differentiator in Customer Experience (CX) and goes beyond focusing on treating Customers as Individuals and notably it is simple to do

The “Straight Talking Experts”  program will help delegates assess their current skill levels and facilitate their own development through a modular training programme which will include an understanding of what customer experience is,  why it evolved, and why it is different from Customer Service.

This program also focuses on a number of practical themes such as, how to mange customer complaints, how to probe for customer needs, and how to communicate through the use of positive language and voice tone.

Delegates will be provided with insightful examples, and helpful check lists – every thing they need to develop and maintain solid internal and external customer relationships.

This is a  3 day interactive learning program and also covers themes such as:

• Moments of truth, what they are and how we can shape them
• Customer Journeys what they are and how we can create them
• The importance of creating customer empathy.
• Interacting using text and web-chat

If you are a traditionalist, don't worry we also cover the stalwart themes like:

• Active listening
• The Conversation Cycle
• Questioning
• Dealing with disgruntled customers



Slides from our "straight talking experts" Customer Experience knowledge program

Our expertise & experience

Our current training programs include:

• Customer Experience
• Telephone skills
• Telesales
• Sales management
• Coaching - Using the GROW model
• Understanding contact centres
• Leadership
• Motivating your team to achieve
• Time Management
• Mentoring

Our consultants have designed and delivered training programs for:

• ACE Insurance 
• Cutting Edge Services
• Findel
• Sharp Electronics
• Ladbrokes
• Vodafone
• Dorset Police
• Direct 365
• Monarch Airlines
• Monarch Holidays
• Manchester Housing